Re: BMC Support / On Site Visits
Premier Support does do onsite visits for customers On Wed, Jan 21, 2015 at 1:57 PM, Ray Gellenbeck ray.gellenb...@redmangollc.com wrote: 1. The recent posts on this thread are a bit of a topic hijack. Let's reign it in? 2. The original hijack question was whether anyone had a positive experience with PD. The forum was silent to that question. You have the answer to that question. 3. The *original* question was a good one, but the answer is equally universal. For a brief time, BMC tried to present a technical rep to a previous client site I worked at, but when the topics got into actual broken product issues instead of the easier bunny-hop stuff that could be answered in a simple inquiry ticket to BMC Support, the rep backed off and claimed to be more of a design/consulting resource, not an account-dedicated go-to for technical problems, which was what was originally pitched. That being said, your sales rep is your sole face to BMC. Lots of others might sit in on con-calls, especially if you are having issues with a portion of their service. The Remedy OnDemand to a previous client was in a challenged state to the point where monthly Executive Overview calls were scheduled that included the lead for Support and the lead for OnDemand, but after a couple months, those leads were unable to attend and it devolved back down to another call with the sales rep and the Remedy OnDemand account rep/contact. Not trying to bash, just giving it un-washed and honest. I think BMC is praying hard on the newer interface to be a silver bullet, but they clearly have some room for improvement on the client relationship and support model, at least on some of their products that I work with regularly. You can make all the cool whiz-bang stuff in the world, but if your customer base is feeling soured from past experiences in support and/or relationship maintenance, your only buyers for the new toys will be new customers because the rest will feel once bitten, twice shy. /endsoapbox ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support / On Site Visits
1. The recent posts on this thread are a bit of a topic hijack. Let's reign it in? 2. The original hijack question was whether anyone had a positive experience with PD. The forum was silent to that question. You have the answer to that question. 3. The *original* question was a good one, but the answer is equally universal. For a brief time, BMC tried to present a technical rep to a previous client site I worked at, but when the topics got into actual broken product issues instead of the easier bunny-hop stuff that could be answered in a simple inquiry ticket to BMC Support, the rep backed off and claimed to be more of a design/consulting resource, not an account-dedicated go-to for technical problems, which was what was originally pitched. That being said, your sales rep is your sole face to BMC. Lots of others might sit in on con-calls, especially if you are having issues with a portion of their service. The Remedy OnDemand to a previous client was in a challenged state to the point where monthly Executive Overview calls were scheduled that included the lead for Support and the lead for OnDemand, but after a couple months, those leads were unable to attend and it devolved back down to another call with the sales rep and the Remedy OnDemand account rep/contact. Not trying to bash, just giving it un-washed and honest. I think BMC is praying hard on the newer interface to be a silver bullet, but they clearly have some room for improvement on the client relationship and support model, at least on some of their products that I work with regularly. You can make all the cool whiz-bang stuff in the world, but if your customer base is feeling soured from past experiences in support and/or relationship maintenance, your only buyers for the new toys will be new customers because the rest will feel once bitten, twice shy. /endsoapbox ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support / On Site Visits
Brad, Let's be honest. The BMC rep is a sales rep. They are in the business of selling you stuff, or getting you to think about buying stuff in the future. Their visits will coincide with your company's fiscal year, and their schedules are planned out in advance. Depending on the size of your organization and how much $$$ you have invested, you may receive more or less love. This is something that also differs from territory to territory for the sales team. This is the business in general and not just BMC. Now, if you are looking to connect with other customers and really get to know others in your situation so you don't feel alone in your upgrade, it would be a great idea for you to look into the BMC Customer Connect program. They have folks that will get an idea of what products you use and what you're trying to do and get you in touch with other customers in their network who are doing or have done similar things. They are like a BMC customer matchmaking service. Once they out you in contact, they take an objective view of the whole thing. I've CC'd 2 of the people from the program that I work with a lot and they are really helpful and can give you more info. Hope this helps dude! Just in case you don't see them in the CC, the BMC employees that I deal with are: Kim Ellis and Beth McDaniel. Sent from my iPhone On Jan 16, 2015, at 4:42 AM, BradRemedy bradrem...@gmail.com wrote: ** Hi I wanted to know how often do you guys, as customers, get to see your BMC representatives? I am not talking about your support partner (although i am interested also to know this) but your actual BMC representative? I was always under the impression that you should see them every few months, and not a sales call to see what other products that can push over the fence, but proper visits to find out how you are doing, what you are working on, any concerns / questions, can they help or offer advice etc or just for a hay I was in the area and thought I would stop in for some coffee with you. Lately I have become increasing frustrated with BMC Software. I have been working on remedy for close to 15 years and before I joined a customer I was a consultant for a support company that sold the remedy solution. I would look after customers and would do monthly calls on them to see how they are doing, what their plans are, how we could help etc etc - and from that I earned their trust and built up a relationship with them that lead me to more work etc. We are busy with our upgrade to ITSM 8 and are looking at using Smart IT etc and sometimes we feel that we are alone in this upgrade. I rely alot on this ARSList and the BMC Documentation site for the information I need and while i don't mind doing the research it would be nice to feel like BMC are with us on this - that they understand that if we get this upgrade and roll out of ITSM and SmartIT done perfectly that they benefit as the company gains trust from them which can potentially lead to more sales etc. So - how are you guys finding the overall support and assistance form BMC ? Do you carry on by yourself or do you find that you also have to beg for some tender loving care ? Cheers Brad _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support / On Site Visits
Hi Thanks for that reply - i appreciate it. I understand what you are saying about the sales stuff. I am going to get into the BMC Customer Connect Program and will make sure I get in touch with other customers. Thanks again Cheers Brad On Fri, Jan 16, 2015 at 1:11 PM, Tauf Chowdhury taufc...@gmail.com wrote: Brad, Let's be honest. The BMC rep is a sales rep. They are in the business of selling you stuff, or getting you to think about buying stuff in the future. Their visits will coincide with your company's fiscal year, and their schedules are planned out in advance. Depending on the size of your organization and how much $$$ you have invested, you may receive more or less love. This is something that also differs from territory to territory for the sales team. This is the business in general and not just BMC. Now, if you are looking to connect with other customers and really get to know others in your situation so you don't feel alone in your upgrade, it would be a great idea for you to look into the BMC Customer Connect program. They have folks that will get an idea of what products you use and what you're trying to do and get you in touch with other customers in their network who are doing or have done similar things. They are like a BMC customer matchmaking service. Once they out you in contact, they take an objective view of the whole thing. I've CC'd 2 of the people from the program that I work with a lot and they are really helpful and can give you more info. Hope this helps dude! Just in case you don't see them in the CC, the BMC employees that I deal with are: Kim Ellis and Beth McDaniel. Sent from my iPhone On Jan 16, 2015, at 4:42 AM, BradRemedy bradrem...@gmail.com wrote: ** Hi I wanted to know how often do you guys, as customers, get to see your BMC representatives? I am not talking about your support partner (although i am interested also to know this) but your actual BMC representative? I was always under the impression that you should see them every few months, and not a sales call to see what other products that can push over the fence, but proper visits to find out how you are doing, what you are working on, any concerns / questions, can they help or offer advice etc or just for a hay I was in the area and thought I would stop in for some coffee with you. Lately I have become increasing frustrated with BMC Software. I have been working on remedy for close to 15 years and before I joined a customer I was a consultant for a support company that sold the remedy solution. I would look after customers and would do monthly calls on them to see how they are doing, what their plans are, how we could help etc etc - and from that I earned their trust and built up a relationship with them that lead me to more work etc. We are busy with our upgrade to ITSM 8 and are looking at using Smart IT etc and sometimes we feel that we are alone in this upgrade. I rely alot on this ARSList and the BMC Documentation site for the information I need and while i don't mind doing the research it would be nice to feel like BMC are with us on this - that they understand that if we get this upgrade and roll out of ITSM and SmartIT done perfectly that they benefit as the company gains trust from them which can potentially lead to more sales etc. So - how are you guys finding the overall support and assistance form BMC ? Do you carry on by yourself or do you find that you also have to beg for some tender loving care ? Cheers Brad _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support / On Site Visits
In your email you noted that you’ve been working with Remedy more than 15 years. I’ve been at this a while too, and from what I’ve seen, it’s not so much of an evolution of BMC, the Remedy tool, or anything external, it’s more a change in myself. If I were stuck figuring out whether it is a better idea to do a Push Fields action on a Filter or Active link, like when I first started using Remedy, I could ask the ARSList and I would get quick responses that would be very helpful. At the same time, most of the support issues I’d have to deal with BMC on were solvable by them because they all had more experience than I did with the tool. I’d also be able to attend training and events and learn lots of new things that I could quickly apply because I had no clue prior to that. At this point, the issues I run into tend to be software defects or me trying to be an early adopter with something that not everyone is ready for yet (both of these are usually related.) I’ve got My IT and Smart IT projects for this year, and our Smart IT project is basically supposed to kick off the moment the next version is released. I don’t think I’ll be able to approach the ARSList or BMCDN about those issues and get a quick response simply because the user base of that yet unreleased version of Smart IT will be too small. BMC support will also not know how to resolve these potential issues, nor will my BMC sales team. What I can rely on them for is to escalate my issue past support and into engineering. Beyond that, I don’t really mind BMC not inviting us out to lunch as much as they used to. It just means I don’t have to spend an hour pretending to be interested in sports and Process Designer once a quarter at a generic corporate-style restaurant. I would like to see more local user groups pop up, and I heard there’s supposed to be one in in my city next week but I never heard back from the originator of it. Those are really where you get a better handle on what’s going on in the world of Remedy. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy Sent: Friday, January 16, 2015 3:43 AM To: arslist@ARSLIST.ORG Subject: BMC Support / On Site Visits ** Hi I wanted to know how often do you guys, as customers, get to see your BMC representatives? I am not talking about your support partner (although i am interested also to know this) but your actual BMC representative? I was always under the impression that you should see them every few months, and not a sales call to see what other products that can push over the fence, but proper visits to find out how you are doing, what you are working on, any concerns / questions, can they help or offer advice etc or just for a hay I was in the area and thought I would stop in for some coffee with you. Lately I have become increasing frustrated with BMC Software. I have been working on remedy for close to 15 years and before I joined a customer I was a consultant for a support company that sold the remedy solution. I would look after customers and would do monthly calls on them to see how they are doing, what their plans are, how we could help etc etc - and from that I earned their trust and built up a relationship with them that lead me to more work etc. We are busy with our upgrade to ITSM 8 and are looking at using Smart IT etc and sometimes we feel that we are alone in this upgrade. I rely alot on this ARSList and the BMC Documentation site for the information I need and while i don't mind doing the research it would be nice to feel like BMC are with us on this - that they understand that if we get this upgrade and roll out of ITSM and SmartIT done perfectly that they benefit as the company gains trust from them which can potentially lead to more sales etc. So - how are you guys finding the overall support and assistance form BMC ? Do you carry on by yourself or do you find that you also have to beg for some tender loving care ? Cheers Brad _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support / On Site Visits
Currently, we have a support partner and I have not had the privilege of getting to know him well (our manager mostly handles that). But in my previous job I was the point of contact for sales, and I must say I have not met a account rep that was not now always taking the time out to call and chit chat. I have been working with Remedy since 2005 (so still a newbie), but I have done business with cMango/Wipro, Column, and BMC. Maybe it was luck of the draw, but my Acct reps from all those (partners included) were awesome. I've always had good experiences with BMC (non support related), maybe it was because my acct rep just worked the federal sectors (I worked in the public school system). He was based in Austin, but always called once every 2 weeks or came to visit. Not all were sales pitches and we became very good friends to this day. The account reps from my support partners has been equally awesome. I guess these relationships grew, it may have started out as a sales agreement at first, but we made sure it fostered. In a way, it was both ways. And it came to the point where there was trust and honesty. I believe BMC is on the right track now with the Customer Connect area, and the focus on Customer relationship. On the other hand, support issues is another story.. I've had bad experiences with BMC and Column. BMC tries, but I think with the off-shored resources they just don't get me. They are good coders, but just takes time to communicate your issues and get a resolution. Column, a few times I did seek help, showed a sense of arrogance, which I did not like (especially being new to Remedy). Now I get most of my ideas and vision from the WWRUG or forums such as this. Shawn, yes we do need a Houston RUG, I am up for it.. On Fri, Jan 16, 2015 at 6:59 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** In your email you noted that you’ve been working with Remedy more than 15 years. I’ve been at this a while too, and from what I’ve seen, it’s not so much of an evolution of BMC, the Remedy tool, or anything external, it’s more a change in myself. If I were stuck figuring out whether it is a better idea to do a Push Fields action on a Filter or Active link, like when I first started using Remedy, I could ask the ARSList and I would get quick responses that would be very helpful. At the same time, most of the support issues I’d have to deal with BMC on were solvable by them because they all had more experience than I did with the tool. I’d also be able to attend training and events and learn lots of new things that I could quickly apply because I had no clue prior to that. At this point, the issues I run into tend to be software defects or me trying to be an early adopter with something that not everyone is ready for yet (both of these are usually related.) I’ve got My IT and Smart IT projects for this year, and our Smart IT project is basically supposed to kick off the moment the next version is released. I don’t think I’ll be able to approach the ARSList or BMCDN about those issues and get a quick response simply because the user base of that yet unreleased version of Smart IT will be too small. BMC support will also not know how to resolve these potential issues, nor will my BMC sales team. What I can rely on them for is to escalate my issue past support and into engineering. Beyond that, I don’t really mind BMC not inviting us out to lunch as much as they used to. It just means I don’t have to spend an hour pretending to be interested in sports and Process Designer once a quarter at a generic corporate-style restaurant. I would like to see more local user groups pop up, and I heard there’s supposed to be one in in my city next week but I never heard back from the originator of it. Those are really where you get a better handle on what’s going on in the world of Remedy. Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *BradRemedy *Sent:* Friday, January 16, 2015 3:43 AM *To:* arslist@ARSLIST.ORG *Subject:* BMC Support / On Site Visits ** Hi I wanted to know how often do you guys, as customers, get to see your BMC representatives? I am not talking about your support partner (although i am interested also to know this) but your actual BMC representative? I was always under the impression that you should see them every few months, and not a sales call to see what other products that can push over the fence, but proper visits to find out how you are doing, what you are working on, any concerns / questions, can they help or offer advice etc or just for a hay I was in the area and thought I would stop in for some coffee with you. Lately I have become increasing frustrated with BMC Software. I have been working on remedy for close to 15 years and before I joined a customer I was a
Re: BMC Support / On Site Visits
On a different note, is there anyone who actually had a good experience with Remedy Process Designer? -Raj - -rAJ -- View this message in context: http://ars-action-request-system.1.n7.nabble.com/BMC-Support-On-Site-Visits-tp120348p120349.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support / On Site Visits
I don't want to be that guy who complains all the time, but on 7.6.4 is completely hosed my system and there were a lot of headaches in fixing Tasks so that ITSM would be usable again. The only reason I installed it was because a BMC technical sales guy told me that it might allow me to get around an issue (which I still have on 8.1) where I can't change the Class field on a Change Request and have it apply the new process flow. With 8.1, it didn't cause as many problems, but I seem to recall it not playing well with the upgrade and we had to reinstall it after applying a patch, but we don't really use it so it was unnecessary extra work. I've taken BMC's Process Designer course, but I can't come up with a use case where I need it. I'm also not sure if it will be compatible with My IT or Smart IT (I don't think it is today based on what I've read) so it isn't at a place where I can use it to replace form overlays and Active Links for ITSM, using it is basically optional in ITSM so you can't for example create custom fields in it and force those to be completed to close out an Incident, and it feels too much like an external bolt-on for SRM. Interestingly, we have a similar tool for SharePoint and it seems to have its share of problems. From what I've seen of certain unnamed ITSM platforms that have similar GUI tools, you can do very little with them and you end up writing most of your custom code in JavaScript. I don't think BMC is any better or worse than these other platforms in terms of trying to make simple flowcharts create complex code behind the scenes. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Raj Sent: Friday, January 16, 2015 8:25 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Support / On Site Visits ** On a different note, is there anyone who actually had a good experience with Remedy Process Designer? -Raj -rAJ View this message in context: RE: BMC Support / On Site Visitshttp://ars-action-request-system.1.n7.nabble.com/BMC-Support-On-Site-Visits-tp120348p120349.html Sent from the ARS (Action Request System) mailing list archivehttp://ars-action-request-system.1.n7.nabble.com/ at Nabble.com. _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support / On Site Visits
Agreed. Here are my 2 cents : 1. BPM tools are generally do not have UI playground. They are designed for Business Process Modelling Thus, one might not alter UI behaviour or add new forms, but one might significantly build a business process superfast. 2. Many a times, processes given by business and we the developers who implement it - we have a large gap. We cannot even understand each other and BPM tools are great way by bridging this gap to a certain extend. 3. Each tool requires time to evolve. PD is not widely used tool, but part of the reason is also in reluctance to try out new things. To me PD offers Transparency of the code that filters are so desperately lagging. We should not confuse PD - thinking with it we can build complete application. PD helps in a great way to *extend* applications, to standardize processes across company, to help automating processes. Some of the PD use cases : * Take SRM Services off line for a service outage requested in a Change Request. * New Hire On boarding * Off-boarding * IT Process like Printer Problem Resolution * Complex Approval Flow * Request or order service like new cell phone or development VM * Travel Request * HR Processes * Major Incident Handling * Incident - Create a Problem Investigation when multiple Incidents are created for the same service in the same day. Please help me with your thoughts around it. -Raj From: John Baker-4 [via ARS (Action Request System)] [mailto:ml-node+s1n120353...@n7.nabble.com] Sent: Friday, January 16, 2015 21:35 To: Hiremath, Raj Subject: BMC Support / On Site Visits I don't think BMC is any better or worse than these other platforms in terms of trying to make simple flowcharts create complex code behind the scenes. Plenty of companies have tried to build these tools and they have almost all ended in producing poor quality solutions. Even the Java world has been subjected to Business Process Management tools written in crappy Eclipse plugins, trying to solve problems that a half decent developer could solve in a few minutes with a standard Eclipse IDE and Java or Python. The tools available for writing source code gets easier to use on an almost daily basis, so why try to fight the mainstream approach to solving problems? Give me an hour and I'll produce a highly scalable, transactional, Java application that works with three common databases, because the Spring framework has made life so easy for me. When I picked up my Java tools in 1997, this task was pretty much impossible. Same language, 15 years of progress, and such problems are no more. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Where the Answers Are, and have been for 20 years If you reply to this email, your message will be added to the discussion below: http://ars-action-request-system.1.n7.nabble.com/BMC-Support-On-Site-Visits-tp120353.html To start a new topic under ARS (Action Request System), email ml-node+s1n2...@n7.nabble.commailto:ml-node+s1n2...@n7.nabble.com To unsubscribe from ARS (Action Request System), click herehttp://ars-action-request-system.1.n7.nabble.com/template/NamlServlet.jtp?macro=unsubscribe_by_codenode=2code=UmFqYXNoZWtoYXJfSGlyZW1hdGhAYm1jLmNvbXwyfC0xNDIxMzkxMzE0. NAMLhttp://ars-action-request-system.1.n7.nabble.com/template/NamlServlet.jtp?macro=macro_viewerid=instant_html%21nabble%3Aemail.namlbase=nabble.naml.namespaces.BasicNamespace-nabble.view.web.template.NabbleNamespace-nabble.view.web.template.NodeNamespacebreadcrumbs=notify_subscribers%21nabble%3Aemail.naml-instant_emails%21nabble%3Aemail.naml-send_instant_email%21nabble%3Aemail.naml - -rAJ -- View this message in context: http://ars-action-request-system.1.n7.nabble.com/BMC-Support-On-Site-Visits-tp120353p120354.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support web site SLLLLOOWWWW
It is sort of like running through water how slow it was From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy Sent: Thursday, September 11, 2014 5:13 AM To: arslist@ARSLIST.ORG Subject: BMC Support web site SOO ** Hi Anyone else getting very slow response from the BMC support website ? Everything is slow, takes forever to load and I seem to be getting a lot of timeouts. Makes searching for software, patches or fixes EXTREMELY irritating. I really wish that they would sort this out. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support web site SLLLLOOWWWW
What part of the support web? The issue management seems to work ok at an expected speed. The menu selections showed some slowness after selecting a menu item, the menu stayed open a few seconds as though my click did not work. But other than that I didn't notice anything else that was particularly slow. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Bennett, Craig Sent: Thursday, September 11, 2014 8:05 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Support web site SOO It is sort of like running through water how slow it was From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy Sent: Thursday, September 11, 2014 5:13 AM To: arslist@ARSLIST.ORG Subject: BMC Support web site SOO ** Hi Anyone else getting very slow response from the BMC support website ? Everything is slow, takes forever to load and I seem to be getting a lot of timeouts. Makes searching for software, patches or fixes EXTREMELY irritating. I really wish that they would sort this out. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support web site SLLLLOOWWWW
Sort of: click on something, go for coffee, come back and it is almost loaded slow. Slow to the point that I cannot figure out if I accidently did not click on something and that's why there is no action. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Thursday, September 11, 2014 11:10 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Support web site SOO ** What part of the support web? The issue management seems to work ok at an expected speed. The menu selections showed some slowness after selecting a menu item, the menu stayed open a few seconds as though my click did not work. But other than that I didn't notice anything else that was particularly slow. Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Bennett, Craig Sent: Thursday, September 11, 2014 8:05 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: BMC Support web site SOO It is sort of like running through water how slow it was From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy Sent: Thursday, September 11, 2014 5:13 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: BMC Support web site SOO ** Hi Anyone else getting very slow response from the BMC support website ? Everything is slow, takes forever to load and I seem to be getting a lot of timeouts. Makes searching for software, patches or fixes EXTREMELY irritating. I really wish that they would sort this out. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support web site SLLLLOOWWWW
I experienced a little bit of slowness in a couple of product menus while working on a Issue I had created but not as slow as you describe.. It was click count - 1 - 2 - 3 - 4 - 5 on the second and then it would respond as opposed to click and respond before you can count 1. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Bennett, Craig Sent: Thursday, September 11, 2014 12:31 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support web site SOO Sort of: click on something, go for coffee, come back and it is almost loaded slow. Slow to the point that I cannot figure out if I accidently did not click on something and that's why there is no action. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Thursday, September 11, 2014 11:10 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Support web site SOO ** What part of the support web? The issue management seems to work ok at an expected speed. The menu selections showed some slowness after selecting a menu item, the menu stayed open a few seconds as though my click did not work. But other than that I didn't notice anything else that was particularly slow. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Bennett, Craig Sent: Thursday, September 11, 2014 8:05 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Support web site SOO It is sort of like running through water how slow it was From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy Sent: Thursday, September 11, 2014 5:13 AM To: arslist@ARSLIST.ORG Subject: BMC Support web site SOO ** Hi Anyone else getting very slow response from the BMC support website ? Everything is slow, takes forever to load and I seem to be getting a lot of timeouts. Makes searching for software, patches or fixes EXTREMELY irritating. I really wish that they would sort this out. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support page - b0rked? - Solved
Actually, I just got it to work. Never mind. Rick On May 28, 2014 10:16 AM, Lucero, Michelle michelle.luc...@bankofamerica.com wrote: Hi, Rick: I received an email from BMC Remedy tech support. However, they didn't change my password. They recommended that I change my password because of the Heartbleed issue, which I did successfully. Is this something different? Thank you, Michelle -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Wednesday, May 28, 2014 11:49 AM To: arslist@ARSLIST.ORG Subject: BMC Support page - b0rked? While on vacation last week, I got an email from BMC Support saying that they had changed my password in response to the Heartbleed issue. OK, fine. When I got back this week, I logged in with their temp password, and was redirected to a password change page. Again, no problem. However, I can't seem to get past that screen, because it's giving me spurious errors, like The password length must be at least 7 characters and cannot exceed 32 characters, when I entered a new password within those parameters. Am I the only one seeing this? I can't get into Support until I get past this. Rick Cook ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years -- This message, and any attachments, is for the intended recipient(s) only, may contain information that is privileged, confidential and/or proprietary and subject to important terms and conditions available at http://www.bankofamerica.com/emaildisclaimer. If you are not the intended recipient, please delete this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support page - b0rked? - Solved
Same here. I had to empty my web cache browser after changing the password though, it was keeping asking me to change the password :) On 28 May, 2014,at 07:47 PM, Jason Miller jason.mil...@gmail.com wrote: ** The screen was completely b0rked for me too when I tried to change my password about 5 minutes ago. Even Though the screen looked goofy it allowed me to change it. Jason On Wed, May 28, 2014 at 10:18 AM, Rick Cook remedyr...@gmail.com wrote: ** Actually, I just got it to work. Never mind. Rick On May 28, 2014 10:16 AM, Lucero, Michelle michelle.luc...@bankofamerica.com wrote: Hi, Rick: I received an email from BMC Remedy tech support. However, they didn't change my password. They recommended that I change my password because of the Heartbleed issue, which I did successfully. Is this something different? Thank you, Michelle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Wednesday, May 28, 2014 11:49 AM To: arslist@ARSLIST.ORG Subject: BMC Support page - b0rked? While on vacation last week, I got an email from BMC Support saying that they had changed my password in response to the Heartbleed issue. OK, fine. When I got back this week, I logged in with their temp password, and was redirected to a password change page. Again, no problem. However, I can't seem to get past that screen, because it's giving me spurious errors, like The password length must be at least 7 characters and cannot exceed 32 characters, when I entered a new password within those parameters. Am I the only one seeing this? I can't get into Support until I get past this. Rick Cook ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years -- This message, and any attachments, is for the intended recipient(s) only, may contain information that is privileged, confidential and/or proprietary and subject to important terms and conditions available at http://www.bankofamerica.com/emaildisclaimer. If you are not the intended recipient, please delete this message. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support page - b0rked? - Solved
The screen was completely b0rked for me too when I tried to change my password about 5 minutes ago. Even Though the screen looked goofy it allowed me to change it. Jason On Wed, May 28, 2014 at 10:18 AM, Rick Cook remedyr...@gmail.com wrote: ** Actually, I just got it to work. Never mind. Rick On May 28, 2014 10:16 AM, Lucero, Michelle michelle.luc...@bankofamerica.com wrote: Hi, Rick: I received an email from BMC Remedy tech support. However, they didn't change my password. They recommended that I change my password because of the Heartbleed issue, which I did successfully. Is this something different? Thank you, Michelle -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Wednesday, May 28, 2014 11:49 AM To: arslist@ARSLIST.ORG Subject: BMC Support page - b0rked? While on vacation last week, I got an email from BMC Support saying that they had changed my password in response to the Heartbleed issue. OK, fine. When I got back this week, I logged in with their temp password, and was redirected to a password change page. Again, no problem. However, I can't seem to get past that screen, because it's giving me spurious errors, like The password length must be at least 7 characters and cannot exceed 32 characters, when I entered a new password within those parameters. Am I the only one seeing this? I can't get into Support until I get past this. Rick Cook ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years -- This message, and any attachments, is for the intended recipient(s) only, may contain information that is privileged, confidential and/or proprietary and subject to important terms and conditions available at http://www.bankofamerica.com/emaildisclaimer. If you are not the intended recipient, please delete this message. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support page - b0rked? - Solved
I also had a hard time getting past the change password screen. I changed it on one machine and wasn't able to get past the password change screen so I just switched machines and it worked fine with the new password. On Wed, May 28, 2014 at 10:49 AM, laurent matheo lm...@me.com wrote: ** Same here. I had to empty my web cache browser after changing the password though, it was keeping asking me to change the password :) On 28 May, 2014,at 07:47 PM, Jason Miller jason.mil...@gmail.com wrote: ** The screen was completely b0rked for me too when I tried to change my password about 5 minutes ago. Even Though the screen looked goofy it allowed me to change it. Jason On Wed, May 28, 2014 at 10:18 AM, Rick Cook remedyr...@gmail.com wrote: ** Actually, I just got it to work. Never mind. Rick On May 28, 2014 10:16 AM, Lucero, Michelle michelle.luc...@bankofamerica.com wrote: Hi, Rick: I received an email from BMC Remedy tech support. However, they didn't change my password. They recommended that I change my password because of the Heartbleed issue, which I did successfully. Is this something different? Thank you, Michelle -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Wednesday, May 28, 2014 11:49 AM To: arslist@ARSLIST.ORG Subject: BMC Support page - b0rked? While on vacation last week, I got an email from BMC Support saying that they had changed my password in response to the Heartbleed issue. OK, fine. When I got back this week, I logged in with their temp password, and was redirected to a password change page. Again, no problem. However, I can't seem to get past that screen, because it's giving me spurious errors, like The password length must be at least 7 characters and cannot exceed 32 characters, when I entered a new password within those parameters. Am I the only one seeing this? I can't get into Support until I get past this. Rick Cook ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years -- This message, and any attachments, is for the intended recipient(s) only, may contain information that is privileged, confidential and/or proprietary and subject to important terms and conditions available at http://www.bankofamerica.com/emaildisclaimer. If you are not the intended recipient, please delete this message. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support
Many consultants have recommended when this has been requested in the past working with your companies RoD contact and request getting BMC management involved. There are multiple BMC personnel in support you can contact however I have found that getting the Account Manager involved will provide you with getting Management involved faster than working through support contacts. -Original Message- From: Koyb P. Liabt tekkyto...@aol.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Nov 22, 2013 1:13 pm Subject: BMC Support ** Hi, Who can we speak with at BMC on a Sr. Management Level about problems we are experiencing with Remedy On Demand Support? The support we are getting is horrific - a real nightmare. At this point, our company does not plan to renew with BMC - specifically because of Remedy On Demand support - NOT the product. There are a list of really serious issues - and a trail of documentation proving BMC has provided us with poor service. I am not going to get into the details on this list. . If you wish to send me any info to help offline, that's fine too. I am going to forward any helpful info to our Management since they are really angry about the poor service with Remedy OnDemand. It is really out of my hands at this point. All I am going to do is find another software - if this does not get resolved fast. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support
Hi Koyb, I am 'Kapil Banwari' one of the Support Managers in BMC. I will involve Sr. management immediately to help you out and will get your issue expedited . I would also ask one of the manager from OnDemand team to reach out to you. If you can share your contact number , that would help reaching out to you. Please let me know if you have any questions. Regards Kapil Banwari Manager, Technical Support BMC Software. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Koyb P. Liabt Sent: Saturday, November 23, 2013 12:28 AM To: arslist@ARSLIST.ORG Subject: FW: BMC Support ** One by one our team (including our Director) has contacted the RoD contact and the Account Manager and no one has resolved the issue for weeks. Our team has been very patient and polite in dealing with this matter. This is impacting our business so we need to escalate. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Friday, November 22, 2013 1:20 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Many consultants have recommended when this has been requested in the past working with your companies RoD contact and request getting BMC management involved. There are multiple BMC personnel in support you can contact however I have found that getting the Account Manager involved will provide you with getting Management involved faster than working through support contacts. -Original Message- From: Koyb P. Liabt tekkyto...@aol.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Nov 22, 2013 1:13 pm Subject: BMC Support ** Hi, Who can we speak with at BMC on a Sr. Management Level about problems we are experiencing with Remedy On Demand Support? The support we are getting is horrific - a real nightmare. At this point, our company does not plan to renew with BMC - specifically because of Remedy On Demand support - NOT the product. There are a list of really serious issues - and a trail of documentation proving BMC has provided us with poor service. I am not going to get into the details on this list. . If you wish to send me any info to help offline, that's fine too. I am going to forward any helpful info to our Management since they are really angry about the poor service with Remedy OnDemand. It is really out of my hands at this point. All I am going to do is find another software - if this does not get resolved fast. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support
Koyb, I'm not a BMC employee and I can tell you Kapil is one of the best guys I've worked with at support. He's been at BMC for a while and is a good resource. Sent from my iPhone On Nov 22, 2013, at 6:09 PM, Kapil Banwari kapil.banw...@gmail.com wrote: ** Hi Koyb, I am ‘Kapil Banwari’ one of the Support Managers in BMC. I will involve Sr. management immediately to help you out and will get your issue expedited . I would also ask one of the manager from OnDemand team to reach out to you. If you can share your contact number , that would help reaching out to you. Please let me know if you have any questions. Regards Kapil Banwari Manager, Technical Support BMC Software. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Koyb P. Liabt Sent: Saturday, November 23, 2013 12:28 AM To: arslist@ARSLIST.ORG Subject: FW: BMC Support ** One by one our team (including our Director) has contacted the RoD contact and the Account Manager and no one has resolved the issue for weeks. Our team has been very patient and polite in dealing with this matter. This is impacting our business so we need to escalate. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Friday, November 22, 2013 1:20 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Many consultants have recommended when this has been requested in the past working with your companies RoD contact and request getting BMC management involved. There are multiple BMC personnel in support you can contact however I have found that getting the Account Manager involved will provide you with getting Management involved faster than working through support contacts. -Original Message- From: Koyb P. Liabt tekkyto...@aol.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Nov 22, 2013 1:13 pm Subject: BMC Support ** Hi, Who can we speak with at BMC on a Sr. Management Level about problems we are experiencing with Remedy On Demand Support? The support we are getting is horrific - a real nightmare. At this point, our company does not plan to renew with BMC - specifically because of Remedy On Demand support - NOT the product. There are a list of really serious issues - and a trail of documentation proving BMC has provided us with poor service. I am not going to get into the details on this list. . If you wish to send me any info to help offline, that's fine too. I am going to forward any helpful info to our Management since they are really angry about the poor service with Remedy OnDemand. It is really out of my hands at this point. All I am going to do is find another software - if this does not get resolved fast. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support Site Suggestion
Good idea! Make sure you include Steve Spencer, Russ Tolley Don Langdon in this idea (BMC employees). I'm pretty sure that their product (My E-Service which BMC recently acquired) has this feature already built in. In fact, I believe the pre 7.6.4 version of BMC KMR (which they had also built at KMXperts pre-BMC acquisition) had it as well, but get them involved in the discussion, it might be a simplementation. Lee Cullom | Northcraft Analytics IT Metrics Specialist | Business Intelligence for ITSM Direct - 678-438-7244 | lee.cul...@northcraftanalytics.commailto:lee.cul...@northcraftanalytics.com Main - (678) 664-ITSM [Description: Description: http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun]http://www.linkedin.com/in/leecullom[Description: Description: http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]http://twitter.com/#!/NorthcraftIT http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/ Click on View Demo to see the product in action From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Sent: Tuesday, December 11, 2012 5:33 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support Site Suggestion ** Matt, As always you come up with great ideas. Howard From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matt Reinfeldt Sent: Tuesday, December 11, 2012 4:59 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: OT: BMC Support Site Suggestion ** Folks, In talking with some co-workers, someone mentioned that they'd noticed how much more useful BMC Communities has become as a research resource. :) Along those lines, we started bouncing around ideas, and came up with, Wouldn't it be nice if the Knowledge Search on the BMC Support Site had BMC Communities as a data source? So, if you like the idea, please take 5 seconds to go to https://communities.bmc.com/communities/ideas/1565 and vote the idea up. Thanks everyone! Matt R. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.jpginline: image002.jpg
Re: BMC Support Site Suggestion
Done! :) On Tue, Dec 11, 2012 at 5:32 PM, Remedy rem...@richter-home.net wrote: ** Matt, ** ** As always you come up with great ideas. ** ** Howard ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Matt Reinfeldt *Sent:* Tuesday, December 11, 2012 4:59 PM *To:* arslist@ARSLIST.ORG *Subject:* OT: BMC Support Site Suggestion ** ** ** Folks, ** ** In talking with some co-workers, someone mentioned that they’d noticed how much more useful BMC Communities has become as a research resource. J Along those lines, we started bouncing around ideas, and came up with, “Wouldn’t it be nice if the Knowledge Search on the BMC Support Site had BMC Communities as a data source?” ** ** So, if you like the idea, please take 5 seconds to go to https://communities.bmc.com/communities/ideas/1565 and vote the idea up. ** ** Thanks everyone! ** ** Matt R. ** ** ** ** _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support Site Suggestion
Matt, As always you come up with great ideas. Howard From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matt Reinfeldt Sent: Tuesday, December 11, 2012 4:59 PM To: arslist@ARSLIST.ORG Subject: OT: BMC Support Site Suggestion ** Folks, In talking with some co-workers, someone mentioned that they'd noticed how much more useful BMC Communities has become as a research resource. J Along those lines, we started bouncing around ideas, and came up with, Wouldn't it be nice if the Knowledge Search on the BMC Support Site had BMC Communities as a data source? So, if you like the idea, please take 5 seconds to go to https://communities.bmc.com/communities/ideas/1565 and vote the idea up. Thanks everyone! Matt R. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Support/EOL
I won't worry too much. As long as BMC knows that you have an upgrade path and you are up on you are current on your maintenance it's not like they will just not take your call and help you out. Tommy Morris CMDB Certified Specialist Director of IT Service Management [cid:image001.png@01CDCE21.400C8F60]http://www.pinebreeze.com/ tommy.mor...@pinebreeze.comhttps://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197URL=mailto%3atommy.morris%40pinebreeze.com 817.727.1021 - mobile 972.899.2366 - office 972.899.2898 - fax From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Moellmer, Matthew Sent: Thursday, November 29, 2012 11:01 AM To: arslist@ARSLIST.ORG Subject: BMC Support/EOL ** Hello all, I don't post a lot here but I do read a lot. Currently we are on version 7.5 which is scheduled for end of life 2nd qtr. 2013 I think. While trying to get a project moving and get the system upgraded I have found that we may not be given/granted all of the tools we need to make the move successfully. With that being said, has anyone dealt with BMC and falling out of support completely? This is something I haven't had to deal with in the past and if it comes down to it I am just wondering if any other customers have had to deal with this and what to expect. I am already working with BMC on this, so I am just looking for an outside opinion from others that may have dealt with this. Matthew Moellmer This e-mail transmission contains information that is confidential and may be privileged. It is intended only for the addressee(s) named above. If you receive this e-mail in error, please do not read, copy or disseminate it in any manner. If you are not the intended recipient, any disclosure, copying, distribution or use of the contents of this information is prohibited. Please reply to the message immediately by informing the sender that the message was misdirected. After replying, please erase it from your computer system. Your assistance in correcting this error is appreciated. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are inline: image001.png
Re: BMC Support/EOL
Matthew, Going out of support can have many impacts. Depending on what your corporate direction is, and the criticality of your system, your company may have a policy that you MUST be up to date on patches/versions of software if for no other reason than security. They typically seem to want someone to escalate an issue to if a problem exists that is causing an outage. Neither of these would be possible if you stay on your current version beyond the EOL. Outside of that aspect of it, 7.5 was a stable version in general, and isn't prone to crashing on a regular basis, so if you drop out of support, then you aren't likely to have a system just dying on you regularily. On a separate note though, BMC in the past has required you to basically 'pay back rent' when you stop support, and then re-start at a later date...so the general 'savings' don't end up materializing if that is the thought behind potentially dropping support. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Moellmer, Matthew Sent: Thursday, November 29, 2012 10:01 AM To: arslist@ARSLIST.ORG Subject: BMC Support/EOL ** Hello all, I don't post a lot here but I do read a lot. Currently we are on version 7.5 which is scheduled for end of life 2nd qtr. 2013 I think. While trying to get a project moving and get the system upgraded I have found that we may not be given/granted all of the tools we need to make the move successfully. With that being said, has anyone dealt with BMC and falling out of support completely? This is something I haven't had to deal with in the past and if it comes down to it I am just wondering if any other customers have had to deal with this and what to expect. I am already working with BMC on this, so I am just looking for an outside opinion from others that may have dealt with this. Matthew Moellmer This e-mail transmission contains information that is confidential and may be privileged. It is intended only for the addressee(s) named above. If you receive this e-mail in error, please do not read, copy or disseminate it in any manner. If you are not the intended recipient, any disclosure, copying, distribution or use of the contents of this information is prohibited. Please reply to the message immediately by informing the sender that the message was misdirected. After replying, please erase it from your computer system. Your assistance in correcting this error is appreciated. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Support/EOL
General question… What would you rather be running? An unsupported version that you have used successfully for 5+ years? or A supported version of the latest version? -John On Thu, Nov 29, 2012 at 11:06 AM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Matthew, Going out of support can have many impacts. Depending on what your corporate direction is, and the criticality of your system, your company may have a policy that you MUST be up to date on patches/versions of software if for no other reason than security. They typically seem to want someone to escalate an issue to if a problem exists that is causing an outage. Neither of these would be possible if you stay on your current version beyond the EOL. Outside of that aspect of it, 7.5 was a stable version in general, and isn't prone to crashing on a regular basis, so if you drop out of support, then you aren't likely to have a system just dying on you regularily. On a separate note though, BMC in the past has required you to basically 'pay back rent' when you stop support, and then re-start at a later date...so the general 'savings' don't end up materializing if that is the thought behind potentially dropping support. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Moellmer, Matthew Sent: Thursday, November 29, 2012 10:01 AM To: arslist@ARSLIST.ORG Subject: BMC Support/EOL ** Hello all, I don't post a lot here but I do read a lot. Currently we are on version 7.5 which is scheduled for end of life 2nd qtr. 2013 I think. While trying to get a project moving and get the system upgraded I have found that we may not be given/granted all of the tools we need to make the move successfully. With that being said, has anyone dealt with BMC and falling out of support completely? This is something I haven't had to deal with in the past and if it comes down to it I am just wondering if any other customers have had to deal with this and what to expect. I am already working with BMC on this, so I am just looking for an outside opinion from others that may have dealt with this. Matthew Moellmer This e-mail transmission contains information that is confidential and may be privileged. It is intended only for the addressee(s) named above. If you receive this e-mail in error, please do not read, copy or disseminate it in any manner. If you are not the intended recipient, any disclosure, copying, distribution or use of the contents of this information is prohibited. Please reply to the message immediately by informing the sender that the message was misdirected. After replying, please erase it from your computer system. Your assistance in correcting this error is appreciated. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- *John Sundberg* Kinetic Data, Inc. Your Business. Your Process. *Save The Date! *Second Annual KEG (Kinetic Enthusiasts Group) Feb. 25th - March 1st in Denver, CO. For more information click here - KEGhttp://www.kineticdata.com/Events/KEG.html 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Support/EOL
Anyone know what the EOL is for 7.6.03? It came up in a meeting yesterday and I had no answer. v/r, Jim -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC Sent: Thursday, November 29, 2012 12:07 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support/EOL Matthew, Going out of support can have many impacts. Depending on what your corporate direction is, and the criticality of your system, your company may have a policy that you MUST be up to date on patches/versions of software if for no other reason than security. They typically seem to want someone to escalate an issue to if a problem exists that is causing an outage. Neither of these would be possible if you stay on your current version beyond the EOL. Outside of that aspect of it, 7.5 was a stable version in general, and isn't prone to crashing on a regular basis, so if you drop out of support, then you aren't likely to have a system just dying on you regularily. On a separate note though, BMC in the past has required you to basically 'pay back rent' when you stop support, and then re-start at a later date...so the general 'savings' don't end up materializing if that is the thought behind potentially dropping support. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Moellmer, Matthew Sent: Thursday, November 29, 2012 10:01 AM To: arslist@ARSLIST.ORG Subject: BMC Support/EOL ** Hello all, I don't post a lot here but I do read a lot. Currently we are on version 7.5 which is scheduled for end of life 2nd qtr. 2013 I think. While trying to get a project moving and get the system upgraded I have found that we may not be given/granted all of the tools we need to make the move successfully. With that being said, has anyone dealt with BMC and falling out of support completely? This is something I haven't had to deal with in the past and if it comes down to it I am just wondering if any other customers have had to deal with this and what to expect. I am already working with BMC on this, so I am just looking for an outside opinion from others that may have dealt with this. Matthew Moellmer This e-mail transmission contains information that is confidential and may be privileged. It is intended only for the addressee(s) named above. If you receive this e-mail in error, please do not read, copy or disseminate it in any manner. If you are not the intended recipient, any disclosure, copying, distribution or use of the contents of this information is prohibited. Please reply to the message immediately by informing the sender that the message was misdirected. After replying, please erase it from your computer system. Your assistance in correcting this error is appreciated. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Support/EOL
7.6.04 is 2nd qtr 2015 from my understanding. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rackley, James Sent: Thursday, November 29, 2012 12:33 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support/EOL Anyone know what the EOL is for 7.6.03? It came up in a meeting yesterday and I had no answer. v/r, Jim -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC Sent: Thursday, November 29, 2012 12:07 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support/EOL Matthew, Going out of support can have many impacts. Depending on what your corporate direction is, and the criticality of your system, your company may have a policy that you MUST be up to date on patches/versions of software if for no other reason than security. They typically seem to want someone to escalate an issue to if a problem exists that is causing an outage. Neither of these would be possible if you stay on your current version beyond the EOL. Outside of that aspect of it, 7.5 was a stable version in general, and isn't prone to crashing on a regular basis, so if you drop out of support, then you aren't likely to have a system just dying on you regularily. On a separate note though, BMC in the past has required you to basically 'pay back rent' when you stop support, and then re-start at a later date...so the general 'savings' don't end up materializing if that is the thought behind potentially dropping support. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Moellmer, Matthew Sent: Thursday, November 29, 2012 10:01 AM To: arslist@ARSLIST.ORG Subject: BMC Support/EOL ** Hello all, I don't post a lot here but I do read a lot. Currently we are on version 7.5 which is scheduled for end of life 2nd qtr. 2013 I think. While trying to get a project moving and get the system upgraded I have found that we may not be given/granted all of the tools we need to make the move successfully. With that being said, has anyone dealt with BMC and falling out of support completely? This is something I haven't had to deal with in the past and if it comes down to it I am just wondering if any other customers have had to deal with this and what to expect. I am already working with BMC on this, so I am just looking for an outside opinion from others that may have dealt with this. Matthew Moellmer This e-mail transmission contains information that is confidential and may be privileged. It is intended only for the addressee(s) named above. If you receive this e-mail in error, please do not read, copy or disseminate it in any manner. If you are not the intended recipient, any disclosure, copying, distribution or use of the contents of this information is prohibited. Please reply to the message immediately by informing the sender that the message was misdirected. After replying, please erase it from your computer system. Your assistance in correcting this error is appreciated. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are This e-mail transmission contains information that is confidential and may be privileged. It is intended only for the addressee(s) named above. If you receive this e-mail in error, please do not read, copy or disseminate it in any manner. If you are not the intended recipient, any disclosure, copying, distribution or use of the contents of this information is prohibited. Please reply to the message immediately by informing the sender that the message was misdirected. After replying, please erase it from your computer system. Your assistance in correcting this error is appreciated. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Support/EOL
It would also depend if you want to leverage the new features introduced in the new version or if you don't want them in your system. It is a tricky one.. -Vikrant -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rackley, James Sent: Thursday, November 29, 2012 11:03 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support/EOL Anyone know what the EOL is for 7.6.03? It came up in a meeting yesterday and I had no answer. v/r, Jim -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC Sent: Thursday, November 29, 2012 12:07 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support/EOL Matthew, Going out of support can have many impacts. Depending on what your corporate direction is, and the criticality of your system, your company may have a policy that you MUST be up to date on patches/versions of software if for no other reason than security. They typically seem to want someone to escalate an issue to if a problem exists that is causing an outage. Neither of these would be possible if you stay on your current version beyond the EOL. Outside of that aspect of it, 7.5 was a stable version in general, and isn't prone to crashing on a regular basis, so if you drop out of support, then you aren't likely to have a system just dying on you regularily. On a separate note though, BMC in the past has required you to basically 'pay back rent' when you stop support, and then re-start at a later date...so the general 'savings' don't end up materializing if that is the thought behind potentially dropping support. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Moellmer, Matthew Sent: Thursday, November 29, 2012 10:01 AM To: arslist@ARSLIST.ORG Subject: BMC Support/EOL ** Hello all, I don't post a lot here but I do read a lot. Currently we are on version 7.5 which is scheduled for end of life 2nd qtr. 2013 I think. While trying to get a project moving and get the system upgraded I have found that we may not be given/granted all of the tools we need to make the move successfully. With that being said, has anyone dealt with BMC and falling out of support completely? This is something I haven't had to deal with in the past and if it comes down to it I am just wondering if any other customers have had to deal with this and what to expect. I am already working with BMC on this, so I am just looking for an outside opinion from others that may have dealt with this. Matthew Moellmer This e-mail transmission contains information that is confidential and may be privileged. It is intended only for the addressee(s) named above. If you receive this e-mail in error, please do not read, copy or disseminate it in any manner. If you are not the intended recipient, any disclosure, copying, distribution or use of the contents of this information is prohibited. Please reply to the message immediately by informing the sender that the message was misdirected. After replying, please erase it from your computer system. Your assistance in correcting this error is appreciated. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Support/EOL
I know people still on 5.12.. lol.. at most it is best effort.. but don't count on much.. but as you move up the stack, it gets better but no fixes to bugs will be presented of engineering dollars go into it.. At least that is what the approach used to be.. Corp speaking.. I am sure we will get Dave to post the technical definitive.. On Thu, Nov 29, 2012 at 12:01 PM, Moellmer, Matthew matthew.moell...@53.com wrote: ** Hello all, ** ** I don’t post a lot here but I do read a lot. Currently we are on version 7.5 which is scheduled for end of life 2nd qtr. 2013 I think. While trying to get a project moving and get the system upgraded I have found that we may not be given/granted all of the tools we need to make the move successfully. With that being said, has anyone dealt with BMC and falling out of support completely? This is something I haven’t had to deal with in the past and if it comes down to it I am just wondering if any other customers have had to deal with this and what to expect. I am already working with BMC on this, so I am just looking for an outside opinion from others that may have dealt with this. ** ** *Matthew Moellmer* ** ** This e-mail transmission contains information that is confidential and may be privileged. It is intended only for the addressee(s) named above. If you receive this e-mail in error, please do not read, copy or disseminate it in any manner. If you are not the intended recipient, any disclosure, copying, distribution or use of the contents of this information is prohibited. Please reply to the message immediately by informing the sender that the message was misdirected. After replying, please erase it from your computer system. Your assistance in correcting this error is appreciated. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Support/EOL
End-of-Support for ITSM / AR System 7.6.03 is 16th Jan 2014. It is currently in limited support. -David J. Easter Manager of Product Management, AR System BSM Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rackley, James Sent: Thursday, November 29, 2012 9:33 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Support/EOL Anyone know what the EOL is for 7.6.03? It came up in a meeting yesterday and I had no answer. v/r, Jim -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC Sent: Thursday, November 29, 2012 12:07 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support/EOL Matthew, Going out of support can have many impacts. Depending on what your corporate direction is, and the criticality of your system, your company may have a policy that you MUST be up to date on patches/versions of software if for no other reason than security. They typically seem to want someone to escalate an issue to if a problem exists that is causing an outage. Neither of these would be possible if you stay on your current version beyond the EOL. Outside of that aspect of it, 7.5 was a stable version in general, and isn't prone to crashing on a regular basis, so if you drop out of support, then you aren't likely to have a system just dying on you regularily. On a separate note though, BMC in the past has required you to basically 'pay back rent' when you stop support, and then re-start at a later date...so the general 'savings' don't end up materializing if that is the thought behind potentially dropping support. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Moellmer, Matthew Sent: Thursday, November 29, 2012 10:01 AM To: arslist@ARSLIST.ORG Subject: BMC Support/EOL ** Hello all, I don't post a lot here but I do read a lot. Currently we are on version 7.5 which is scheduled for end of life 2nd qtr. 2013 I think. While trying to get a project moving and get the system upgraded I have found that we may not be given/granted all of the tools we need to make the move successfully. With that being said, has anyone dealt with BMC and falling out of support completely? This is something I haven't had to deal with in the past and if it comes down to it I am just wondering if any other customers have had to deal with this and what to expect. I am already working with BMC on this, so I am just looking for an outside opinion from others that may have dealt with this. Matthew Moellmer This e-mail transmission contains information that is confidential and may be privileged. It is intended only for the addressee(s) named above. If you receive this e-mail in error, please do not read, copy or disseminate it in any manner. If you are not the intended recipient, any disclosure, copying, distribution or use of the contents of this information is prohibited. Please reply to the message immediately by informing the sender that the message was misdirected. After replying, please erase it from your computer system. Your assistance in correcting this error is appreciated. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Support/EOL
I've worked in a few places that have cancelled support. Not a big deal except if your NIC dies and you have to replace it. For VMs, make sure you have a custom MAC and for physical machines, there are Mac spoofing apps that will let you put in your old address. Last time I checked, if you want to renew support within 2 years, you have to back pay. After 2 years you have to rebuy the apps. I know columnIT provides alternative support, if you need to renew down the road, compare the cost with them. Bottom line, if you don't use support and have no plans to upgrade in the next 5 years, you can save some money. Jason On Nov 29, 2012, at 12:25 PM, John Sundberg john.sundb...@kineticdata.com wrote: ** General question… What would you rather be running? An unsupported version that you have used successfully for 5+ years? or A supported version of the latest version? -John On Thu, Nov 29, 2012 at 11:06 AM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Matthew, Going out of support can have many impacts. Depending on what your corporate direction is, and the criticality of your system, your company may have a policy that you MUST be up to date on patches/versions of software if for no other reason than security. They typically seem to want someone to escalate an issue to if a problem exists that is causing an outage. Neither of these would be possible if you stay on your current version beyond the EOL. Outside of that aspect of it, 7.5 was a stable version in general, and isn't prone to crashing on a regular basis, so if you drop out of support, then you aren't likely to have a system just dying on you regularily. On a separate note though, BMC in the past has required you to basically 'pay back rent' when you stop support, and then re-start at a later date...so the general 'savings' don't end up materializing if that is the thought behind potentially dropping support. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Moellmer, Matthew Sent: Thursday, November 29, 2012 10:01 AM To: arslist@ARSLIST.ORG Subject: BMC Support/EOL ** Hello all, I don't post a lot here but I do read a lot. Currently we are on version 7.5 which is scheduled for end of life 2nd qtr. 2013 I think. While trying to get a project moving and get the system upgraded I have found that we may not be given/granted all of the tools we need to make the move successfully. With that being said, has anyone dealt with BMC and falling out of support completely? This is something I haven't had to deal with in the past and if it comes down to it I am just wondering if any other customers have had to deal with this and what to expect. I am already working with BMC on this, so I am just looking for an outside opinion from others that may have dealt with this. Matthew Moellmer This e-mail transmission contains information that is confidential and may be privileged. It is intended only for the addressee(s) named above. If you receive this e-mail in error, please do not read, copy or disseminate it in any manner. If you are not the intended recipient, any disclosure, copying, distribution or use of the contents of this information is prohibited. Please reply to the message immediately by informing the sender that the message was misdirected. After replying, please erase it from your computer system. Your assistance in correcting this error is appreciated. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- John Sundberg Kinetic Data, Inc. Your Business. Your Process. Save The Date! Second Annual KEG (Kinetic Enthusiasts Group) Feb. 25th - March 1st in Denver, CO. For more information click here - KEG 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Support/EOL
I don't think they are considering dropping support but are worried their current version will not be supported before they are ready to upgrade. Jason On Thu, Nov 29, 2012 at 10:56 AM, Jlbess jlb...@yahoo.com wrote: ** I've worked in a few places that have cancelled support. Not a big deal except if your NIC dies and you have to replace it. For VMs, make sure you have a custom MAC and for physical machines, there are Mac spoofing apps that will let you put in your old address. Last time I checked, if you want to renew support within 2 years, you have to back pay. After 2 years you have to rebuy the apps. I know columnIT provides alternative support, if you need to renew down the road, compare the cost with them. Bottom line, if you don't use support and have no plans to upgrade in the next 5 years, you can save some money. Jason On Nov 29, 2012, at 12:25 PM, John Sundberg john.sundb...@kineticdata.com wrote: ** General question… What would you rather be running? An unsupported version that you have used successfully for 5+ years? or A supported version of the latest version? -John On Thu, Nov 29, 2012 at 11:06 AM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Matthew, Going out of support can have many impacts. Depending on what your corporate direction is, and the criticality of your system, your company may have a policy that you MUST be up to date on patches/versions of software if for no other reason than security. They typically seem to want someone to escalate an issue to if a problem exists that is causing an outage. Neither of these would be possible if you stay on your current version beyond the EOL. Outside of that aspect of it, 7.5 was a stable version in general, and isn't prone to crashing on a regular basis, so if you drop out of support, then you aren't likely to have a system just dying on you regularily. On a separate note though, BMC in the past has required you to basically 'pay back rent' when you stop support, and then re-start at a later date...so the general 'savings' don't end up materializing if that is the thought behind potentially dropping support. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Moellmer, Matthew Sent: Thursday, November 29, 2012 10:01 AM To: arslist@ARSLIST.ORG Subject: BMC Support/EOL ** Hello all, I don't post a lot here but I do read a lot. Currently we are on version 7.5 which is scheduled for end of life 2nd qtr. 2013 I think. While trying to get a project moving and get the system upgraded I have found that we may not be given/granted all of the tools we need to make the move successfully. With that being said, has anyone dealt with BMC and falling out of support completely? This is something I haven't had to deal with in the past and if it comes down to it I am just wondering if any other customers have had to deal with this and what to expect. I am already working with BMC on this, so I am just looking for an outside opinion from others that may have dealt with this. Matthew Moellmer This e-mail transmission contains information that is confidential and may be privileged. It is intended only for the addressee(s) named above. If you receive this e-mail in error, please do not read, copy or disseminate it in any manner. If you are not the intended recipient, any disclosure, copying, distribution or use of the contents of this information is prohibited. Please reply to the message immediately by informing the sender that the message was misdirected. After replying, please erase it from your computer system. Your assistance in correcting this error is appreciated. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- *John Sundberg* Kinetic Data, Inc. Your Business. Your Process. *Save The Date! *Second Annual KEG (Kinetic Enthusiasts Group) Feb. 25th - March 1st in Denver, CO. For more information click here - KEGhttp://www.kineticdata.com/Events/KEG.html 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Support/EOL
I am very comfortable with v8. I am building a new ITSM 8 environment that we'll hopefully go live with (it seems we build more environments that don't get used i.e.ITSM 7.5, ITSM 7.6.04). We keep building the latest and greatest waiting for the time our IT dept is ready to use some of it. Maybe subconsciously that is why I am ok with the latest, because I deep down I know our new 8 environment won't get used :) Jason On Thu, Nov 29, 2012 at 9:25 AM, John Sundberg john.sundb...@kineticdata.com wrote: ** General question… What would you rather be running? An unsupported version that you have used successfully for 5+ years? or A supported version of the latest version? -John On Thu, Nov 29, 2012 at 11:06 AM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Matthew, Going out of support can have many impacts. Depending on what your corporate direction is, and the criticality of your system, your company may have a policy that you MUST be up to date on patches/versions of software if for no other reason than security. They typically seem to want someone to escalate an issue to if a problem exists that is causing an outage. Neither of these would be possible if you stay on your current version beyond the EOL. Outside of that aspect of it, 7.5 was a stable version in general, and isn't prone to crashing on a regular basis, so if you drop out of support, then you aren't likely to have a system just dying on you regularily. On a separate note though, BMC in the past has required you to basically 'pay back rent' when you stop support, and then re-start at a later date...so the general 'savings' don't end up materializing if that is the thought behind potentially dropping support. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Moellmer, Matthew Sent: Thursday, November 29, 2012 10:01 AM To: arslist@ARSLIST.ORG Subject: BMC Support/EOL ** Hello all, I don't post a lot here but I do read a lot. Currently we are on version 7.5 which is scheduled for end of life 2nd qtr. 2013 I think. While trying to get a project moving and get the system upgraded I have found that we may not be given/granted all of the tools we need to make the move successfully. With that being said, has anyone dealt with BMC and falling out of support completely? This is something I haven't had to deal with in the past and if it comes down to it I am just wondering if any other customers have had to deal with this and what to expect. I am already working with BMC on this, so I am just looking for an outside opinion from others that may have dealt with this. Matthew Moellmer This e-mail transmission contains information that is confidential and may be privileged. It is intended only for the addressee(s) named above. If you receive this e-mail in error, please do not read, copy or disseminate it in any manner. If you are not the intended recipient, any disclosure, copying, distribution or use of the contents of this information is prohibited. Please reply to the message immediately by informing the sender that the message was misdirected. After replying, please erase it from your computer system. Your assistance in correcting this error is appreciated. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- *John Sundberg* Kinetic Data, Inc. Your Business. Your Process. *Save The Date! *Second Annual KEG (Kinetic Enthusiasts Group) Feb. 25th - March 1st in Denver, CO. For more information click here - KEGhttp://www.kineticdata.com/Events/KEG.html 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Support/EOL
I think that depends on your hardware and business strategy coupled with customer support. Going from 5 to 8 is like going from a packer to a hummer Sent from my iPhone On Nov 29, 2012, at 16:15, Jason Miller jason.mil...@gmail.com wrote: ** I am very comfortable with v8. I am building a new ITSM 8 environment that we'll hopefully go live with (it seems we build more environments that don't get used i.e.ITSM 7.5, ITSM 7.6.04). We keep building the latest and greatest waiting for the time our IT dept is ready to use some of it. Maybe subconsciously that is why I am ok with the latest, because I deep down I know our new 8 environment won't get used :) Jason On Thu, Nov 29, 2012 at 9:25 AM, John Sundberg john.sundb...@kineticdata.com wrote: ** General question… What would you rather be running? An unsupported version that you have used successfully for 5+ years? or A supported version of the latest version? -John On Thu, Nov 29, 2012 at 11:06 AM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Matthew, Going out of support can have many impacts. Depending on what your corporate direction is, and the criticality of your system, your company may have a policy that you MUST be up to date on patches/versions of software if for no other reason than security. They typically seem to want someone to escalate an issue to if a problem exists that is causing an outage. Neither of these would be possible if you stay on your current version beyond the EOL. Outside of that aspect of it, 7.5 was a stable version in general, and isn't prone to crashing on a regular basis, so if you drop out of support, then you aren't likely to have a system just dying on you regularily. On a separate note though, BMC in the past has required you to basically 'pay back rent' when you stop support, and then re-start at a later date...so the general 'savings' don't end up materializing if that is the thought behind potentially dropping support. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Moellmer, Matthew Sent: Thursday, November 29, 2012 10:01 AM To: arslist@ARSLIST.ORG Subject: BMC Support/EOL ** Hello all, I don't post a lot here but I do read a lot. Currently we are on version 7.5 which is scheduled for end of life 2nd qtr. 2013 I think. While trying to get a project moving and get the system upgraded I have found that we may not be given/granted all of the tools we need to make the move successfully. With that being said, has anyone dealt with BMC and falling out of support completely? This is something I haven't had to deal with in the past and if it comes down to it I am just wondering if any other customers have had to deal with this and what to expect. I am already working with BMC on this, so I am just looking for an outside opinion from others that may have dealt with this. Matthew Moellmer This e-mail transmission contains information that is confidential and may be privileged. It is intended only for the addressee(s) named above. If you receive this e-mail in error, please do not read, copy or disseminate it in any manner. If you are not the intended recipient, any disclosure, copying, distribution or use of the contents of this information is prohibited. Please reply to the message immediately by informing the sender that the message was misdirected. After replying, please erase it from your computer system. Your assistance in correcting this error is appreciated. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- John Sundberg Kinetic Data, Inc. Your Business. Your Process. Save The Date! Second Annual KEG (Kinetic Enthusiasts Group) Feb. 25th - March 1st in Denver, CO. For more information click here - KEG 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Support/EOL
I absolutely agree with that. That is why it is taking us so longer. We are coming from Help Desk 6, custom CM / Asset (as of yesterday AR 7.6.04 SP4 from 7.5 p1). Translating the apps into ITSM has been a bit of a chore people wise, politically, procedurally, financially. On Thu, Nov 29, 2012 at 1:25 PM, Patrick Zandi remedy...@gmail.com wrote: ** I think that depends on your hardware and business strategy coupled with customer support. Going from 5 to 8 is like going from a packer to a hummer Sent from my iPhone On Nov 29, 2012, at 16:15, Jason Miller jason.mil...@gmail.com wrote: ** I am very comfortable with v8. I am building a new ITSM 8 environment that we'll hopefully go live with (it seems we build more environments that don't get used i.e.ITSM 7.5, ITSM 7.6.04). We keep building the latest and greatest waiting for the time our IT dept is ready to use some of it. Maybe subconsciously that is why I am ok with the latest, because I deep down I know our new 8 environment won't get used :) Jason On Thu, Nov 29, 2012 at 9:25 AM, John Sundberg john.sundb...@kineticdata.com wrote: ** General question… What would you rather be running? An unsupported version that you have used successfully for 5+ years? or A supported version of the latest version? -John On Thu, Nov 29, 2012 at 11:06 AM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Matthew, Going out of support can have many impacts. Depending on what your corporate direction is, and the criticality of your system, your company may have a policy that you MUST be up to date on patches/versions of software if for no other reason than security. They typically seem to want someone to escalate an issue to if a problem exists that is causing an outage. Neither of these would be possible if you stay on your current version beyond the EOL. Outside of that aspect of it, 7.5 was a stable version in general, and isn't prone to crashing on a regular basis, so if you drop out of support, then you aren't likely to have a system just dying on you regularily. On a separate note though, BMC in the past has required you to basically 'pay back rent' when you stop support, and then re-start at a later date...so the general 'savings' don't end up materializing if that is the thought behind potentially dropping support. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Moellmer, Matthew Sent: Thursday, November 29, 2012 10:01 AM To: arslist@ARSLIST.ORG Subject: BMC Support/EOL ** Hello all, I don't post a lot here but I do read a lot. Currently we are on version 7.5 which is scheduled for end of life 2nd qtr. 2013 I think. While trying to get a project moving and get the system upgraded I have found that we may not be given/granted all of the tools we need to make the move successfully. With that being said, has anyone dealt with BMC and falling out of support completely? This is something I haven't had to deal with in the past and if it comes down to it I am just wondering if any other customers have had to deal with this and what to expect. I am already working with BMC on this, so I am just looking for an outside opinion from others that may have dealt with this. Matthew Moellmer This e-mail transmission contains information that is confidential and may be privileged. It is intended only for the addressee(s) named above. If you receive this e-mail in error, please do not read, copy or disseminate it in any manner. If you are not the intended recipient, any disclosure, copying, distribution or use of the contents of this information is prohibited. Please reply to the message immediately by informing the sender that the message was misdirected. After replying, please erase it from your computer system. Your assistance in correcting this error is appreciated. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- *John Sundberg* Kinetic Data, Inc. Your Business. Your Process. *Save The Date! *Second Annual KEG (Kinetic Enthusiasts Group) Feb. 25th - March 1st in Denver, CO. For more information click here - KEG http://www.kineticdata.com/Events/KEG.html 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC Support KM site down?
It appears to be back.. It was very very very slow.. might be network,,, On Wed, Oct 31, 2012 at 11:54 AM, patrick zandi remedy...@gmail.com wrote: It appears knowledge management is not working.. http://www.bmc.com/available/search-kb.html -- Patrick Zandi -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC support = Apple store guys?
Yes indeed.. that is what happens when you purge knowledge.. after all it is over rated. and costs me so much less elsewhere.. Rule to live by: Grass is NEVER greener on the other side, you just think it is cause you are not content! On Fri, Jul 27, 2012 at 12:55 PM, Jose Huerta jose.hue...@sm2baleares.eswrote: ** When you discuss some issue with support people do you feel that you know more about the product than the support staff? I have the same sensation on myself that when going to the Apple Store and making questions to the shop assistants... Regards, Jose Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC support = Apple store guys?
For that matter how many of the electronic sales guys at Best Buy or PC Richards ever know even 50% of the products they are selling.. You ask them about simple things like contrast ratio and what it means and they have no clue.. They have no clue on how the 3D technology works between the Plasma and LCD screens.. I am doing all that research myself at home before I plunder good money on a good 3D television.. which I intend to buy shortly when there are more 3D media available.. One person I talked to did not even know why the 3D glasses on plasma screens were active glasses, while LCD are passive ordinary glasses available in cinemas.. Those work too on most LCD 3D television sets I have tried them on.. Joe From: patrick zandi Sent: Friday, July 27, 2012 2:15 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: BMC support = Apple store guys? ** Yes indeed.. that is what happens when you purge knowledge.. after all it is over rated. and costs me so much less elsewhere.. Rule to live by: Grass is NEVER greener on the other side, you just think it is cause you are not content! On Fri, Jul 27, 2012 at 12:55 PM, Jose Huerta jose.hue...@sm2baleares.es wrote: ** When you discuss some issue with support people do you feel that you know more about the product than the support staff? I have the same sensation on myself that when going to the Apple Store and making questions to the shop assistants... Regards, Jose Huerta http://theremedyforit.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC support = Apple store guys?
And I thought 8-tracks were complex! You guys are way too technical for me. I drive 20 year old car (actually with a cassette deck, no 8-track), my phone doesn't leave my house and my TV is no longer color (only black and white). - Original Message - From: Joe Martin D'Souza jdso...@shyle.net To: arslist@ARSLIST.ORG Sent: Friday, July 27, 2012 4:13:25 PM Subject: Re: BMC support = Apple store guys? ** For that matter how many of the electronic sales guys at Best Buy or PC Richards ever know even 50% of the products they are selling.. You ask them about simple things like contrast ratio and what it means and they have no clue.. They have no clue on how the 3D technology works between the Plasma and LCD screens.. I am doing all that research myself at home before I plunder good money on a good 3D television.. which I intend to buy shortly when there are more 3D media available.. One person I talked to did not even know why the 3D glasses on plasma screens were active glasses, while LCD are passive ordinary glasses available in cinemas.. Those work too on most LCD 3D television sets I have tried them on.. Joe From: patrick zandi Sent: Friday, July 27, 2012 2:15 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: BMC support = Apple store guys? ** Yes indeed.. that is what happens when you purge knowledge.. after all it is over rated. and costs me so much less elsewhere.. Rule to live by: Grass is NEVER greener on the other side, you just think it is cause you are not content! On Fri, Jul 27, 2012 at 12:55 PM, Jose Huerta jose.hue...@sm2baleares.es wrote: ** When you discuss some issue with support people do you feel that you know more about the product than the support staff? I have the same sensation on myself that when going to the Apple Store and making questions to the shop assistants... Regards, Jose Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC support = Apple store guys?
Seriously though, buying something as simple as a TV these days is no longer just a matter of comparison of prices or whether you want a flat or a contoured screen.. There is so much more to it that its scary at times.. And 5 days after you bought it you realize there was something else there that might have been a better fit... I envy the 1980s where you walked in a store and there were literally 4 brands and 2 models at most from each brand to choose from! And you could make that choice over one cup of tea offered by a store manager.. Joe -Original Message- From: pritch Sent: Friday, July 27, 2012 5:10 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: BMC support = Apple store guys? And I thought 8-tracks were complex! You guys are way too technical for me. I drive 20 year old car (actually with a cassette deck, no 8-track), my phone doesn't leave my house and my TV is no longer color (only black and white). - Original Message - From: Joe Martin D'Souza jdso...@shyle.net To: arslist@ARSLIST.ORG Sent: Friday, July 27, 2012 4:13:25 PM Subject: Re: BMC support = Apple store guys? ** For that matter how many of the electronic sales guys at Best Buy or PC Richards ever know even 50% of the products they are selling.. You ask them about simple things like contrast ratio and what it means and they have no clue.. They have no clue on how the 3D technology works between the Plasma and LCD screens.. I am doing all that research myself at home before I plunder good money on a good 3D television.. which I intend to buy shortly when there are more 3D media available.. One person I talked to did not even know why the 3D glasses on plasma screens were active glasses, while LCD are passive ordinary glasses available in cinemas.. Those work too on most LCD 3D television sets I have tried them on.. Joe From: patrick zandi Sent: Friday, July 27, 2012 2:15 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: BMC support = Apple store guys? ** Yes indeed.. that is what happens when you purge knowledge.. after all it is over rated. and costs me so much less elsewhere.. Rule to live by: Grass is NEVER greener on the other side, you just think it is cause you are not content! On Fri, Jul 27, 2012 at 12:55 PM, Jose Huerta jose.hue...@sm2baleares.es wrote: ** When you discuss some issue with support people do you feel that you know more about the product than the support staff? I have the same sensation on myself that when going to the Apple Store and making questions to the shop assistants... Regards, Jose Huerta http://theremedyforit.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC support = Apple store guys?
Just remember Samsung plasma. Have a nice day Sent from my iPhone On Jul 27, 2012, at 17:40, Joe Martin D'Souza jdso...@shyle.net wrote: Seriously though, buying something as simple as a TV these days is no longer just a matter of comparison of prices or whether you want a flat or a contoured screen.. There is so much more to it that its scary at times.. And 5 days after you bought it you realize there was something else there that might have been a better fit... I envy the 1980s where you walked in a store and there were literally 4 brands and 2 models at most from each brand to choose from! And you could make that choice over one cup of tea offered by a store manager.. Joe -Original Message- From: pritch Sent: Friday, July 27, 2012 5:10 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: BMC support = Apple store guys? And I thought 8-tracks were complex! You guys are way too technical for me. I drive 20 year old car (actually with a cassette deck, no 8-track), my phone doesn't leave my house and my TV is no longer color (only black and white). - Original Message - From: Joe Martin D'Souza jdso...@shyle.net To: arslist@ARSLIST.ORG Sent: Friday, July 27, 2012 4:13:25 PM Subject: Re: BMC support = Apple store guys? ** For that matter how many of the electronic sales guys at Best Buy or PC Richards ever know even 50% of the products they are selling.. You ask them about simple things like contrast ratio and what it means and they have no clue.. They have no clue on how the 3D technology works between the Plasma and LCD screens.. I am doing all that research myself at home before I plunder good money on a good 3D television.. which I intend to buy shortly when there are more 3D media available.. One person I talked to did not even know why the 3D glasses on plasma screens were active glasses, while LCD are passive ordinary glasses available in cinemas.. Those work too on most LCD 3D television sets I have tried them on.. Joe From: patrick zandi Sent: Friday, July 27, 2012 2:15 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: BMC support = Apple store guys? ** Yes indeed.. that is what happens when you purge knowledge.. after all it is over rated. and costs me so much less elsewhere.. Rule to live by: Grass is NEVER greener on the other side, you just think it is cause you are not content! On Fri, Jul 27, 2012 at 12:55 PM, Jose Huerta jose.hue...@sm2baleares.es wrote: ** When you discuss some issue with support people do you feel that you know more about the product than the support staff? I have the same sensation on myself that when going to the Apple Store and making questions to the shop assistants... Regards, Jose Huerta http://theremedyforit.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: BMC support page-Issue management question(Technical)
This is what I do to update an existing Incident from incoming emails. Assuming all Incoming emails will contain Incident ID in the Subject Line…… 1. Create a Staging Form that will have all incoming Emails. This staging form will have fields - Subject, Message, Incident ID etc…. 1. Create workflow objects (Filters) to parse the Incident ID from the Subject line (using functions STRSTR, LTRIM, SUBSTR). 1. Then, push it to the corresponding work log using the above Incident ID. Thanks Mahesh On Tue, Jun 16, 2009 at 4:49 PM, surya4u meetsury...@gmail.com wrote: BMC.com-- Support page--Issue management--new issue... Does BMC uses web service, remedy email engine in issue management functionality? whenever i submit issue,i will get a response stating that new issue has created with issue number and details... does anyone know the implementation logic behind this? My guess is, 1. they have remedy form with issue management fields, right click on form and created the form as web service. 2. BMC added this ARS published web service in the support page...which will have create,modify operations. 3. when the new issue is created, escalation or filter will fire and send the notification to the person who created the issue. Also, when i updating the issue via email, how does the update goes only to the diary field in issue management form? When replying to issue via email,if i attach a document,how does it gets added to attachment field please help... i have to implement the same stuff in remedy 6.3... -- View this message in context: http://n2.nabble.com/BMC-support-page-Issue-management-question%28Technical%29-tp3089076p3089076.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: BMC support page-Issue management question(Technical)
TRy to use Form views, is much better than manage Web Services. When you have Email Engine, you could handle at may forms the content, the message could be manipulate as text. And one suggestion, try to build this by yourself, do not try to wonder how BMC did it, if you do this, you'll spend a lot of time... Hugo Ruesga perotsystems® US 972.577.7000 MX +52 (33) 3332.3868 P Please consider the environment before printing this email The information contained in and transferred with this electronic message is intended only for the recipient(s) designated above, it is protected by law and it may contain information which is privileged and confidential. If you are not the intended recipient, please do not read, copy, or use it, and do not disclose it to others. Please notify the sender of the delivery error by replying to this message, and then delete it from your system. Thank you. Date: Tue, 16 Jun 2009 14:49:55 -0700 From: meetsury...@gmail.com Subject: BMC support page-Issue management question(Technical) To: arslist@ARSLIST.ORG BMC.com-- Support page--Issue management--new issue... Does BMC uses web service, remedy email engine in issue management functionality? whenever i submit issue,i will get a response stating that new issue has created with issue number and details... does anyone know the implementation logic behind this? My guess is, 1. they have remedy form with issue management fields, right click on form and created the form as web service. 2. BMC added this ARS published web service in the support page...which will have create,modify operations. 3. when the new issue is created, escalation or filter will fire and send the notification to the person who created the issue. Also, when i updating the issue via email, how does the update goes only to the diary field in issue management form? When replying to issue via email,if i attach a document,how does it gets added to attachment field please help... i have to implement the same stuff in remedy 6.3... -- View this message in context: http://n2.nabble.com/BMC-support-page-Issue-management-question%28Technical%29-tp3089076p3089076.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are _ Y tú, ¿ya actualizaste tu Perfil? http://www.actualizatuperfil.com.mx/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: BMC support page-Issue management question(Technical)
It can be done, just take your time. If I remember there was a posting a long time ago on how to do that in 6.x, but your going to have to search the AR list. Also speaking of BMC, boy that would have an OOB email interface on ITSM 7. To bad they have it on the support web, but not in the product. Maybe they could just put an email update of incidents from an e-mail. But I ask too much, Howard On Tue, Jun 16, 2009 at 5:49 PM, surya4u meetsury...@gmail.com wrote: BMC.com-- Support page--Issue management--new issue... Does BMC uses web service, remedy email engine in issue management functionality? whenever i submit issue,i will get a response stating that new issue has created with issue number and details... does anyone know the implementation logic behind this? My guess is, 1. they have remedy form with issue management fields, right click on form and created the form as web service. 2. BMC added this ARS published web service in the support page...which will have create,modify operations. 3. when the new issue is created, escalation or filter will fire and send the notification to the person who created the issue. Also, when i updating the issue via email, how does the update goes only to the diary field in issue management form? When replying to issue via email,if i attach a document,how does it gets added to attachment field please help... i have to implement the same stuff in remedy 6.3... -- View this message in context: http://n2.nabble.com/BMC-support-page-Issue-management-question%28Technical%29-tp3089076p3089076.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: BMC Support
Drake,Dave wrote: ** Appears to be down, partially at any rate When I tried to look at some open issues I got this: Support Central - Site Maintenance The page you are trying to access is currently unavailable. Please contact Customer Support for assistance. Also appears for various other areas of the support site, but not everything. Ian Ian Trimnell, AR System Lead Developer (amongst other jobs), Specialist Support Information Team, Academic Administrative Computing Service Open University, MILTON KEYNES, UK Phone: 01908 653741 web: http://www.open.ac.uk/ The Open University is incorporated by Royal Charter (RC 000391), an exempt charity in England Wales and a charity registered in Scotland (SC 038302). ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: BMC Support RFE Document
I had a support tech submit an RFE for me a couple of weeks ago. There was no paperwork to fill out on my end. On Apr 22, 10:48 pm, John Sundberg [EMAIL PROTECTED] wrote: CMDB (Carey Matthew de Black), Kinetic would be more than willing to host a nice RFE submittal process. I saw the URLs for the circa v4 system - but I had trouble logging into Dev Network -- I am looking into that. However - Kinetic Request could certainly be put together to handle collection -- and details of RFEs. It could ask relevant questions for each area of BMC ARS and related apps. In addition we could provide transparency to the status of the RFE. With the ability to run it through an approval or voting process of some sort. (Kinda some fun stuff with Kinetic Request) The nice thing about asking the right questions is that the people who receive the RFE would have information that they could use to understand the RFE yet the form would not be killer for the person to submit the RFE. (Good data really is the point of the 4 page form - unfortunately it is a static doc etc.) If people really want this - I can make it happen (my side) -- I am not so sure BMC is willing to pay attention to the RFEs especially RFEs collected by somebody other than themselves. Also - I do agree it would be nice if BMC would use their own product for more of this kind of stuff. The very fact that they would use it for this type of thing would constantly keep it fresh (and known) that Remedy can do stuff other than Incident handling. Also - I think if BMC would use it for more than ITSM -- then they would have some real requests for enhancements from internal developers. Also - I could donate a copy to Dan Bloom and have him run it on his server. I like this option -- as I can also give him unlimited admin users for Kinetic -- and anybody on the list who wants to maintain the RFE processes could get in and use Kinetic (hopefully love it). Again - if people want it -- I can put some effort towards it. Does anybody else want to host it -- I can donate a copy? -John On Tue, Apr 22, 2008 at 3:27 PM, Carey Matthew Black [EMAIL PROTECTED] wrote: Shawn, I actually remember discussion of a NEW RFE process that would provide better feedback to the submitter being discussed at a RUG er.. BUW. ( But most of my RFE's are filed under single phrase statements like As Designed or Rejected with no confirmation email or discussion with me so that I can understand what those phrases mean.) I would be willing to follow the bouncing ball(2 pages, 4 pages, 10 pages... whatever) if and only if I actually believed that my effort would produce something. ( Even if the only product is just a better understanding by me of the direction of the product.) However, my hope for such a day has faded since Remedy was purchased by Per3grin3 Systems (circa 2001). ( And I do not think that BMC has yet helped to make the customers RFE experience any better.) I am also continually surprised that BMC appears to refuse to USE the ARS (Action Request System) for their own business needs. The very idea that they are sending you a file (word, text, etc) is just silly. They can do better than that with an ARS form and about 20 minutes of work. ( To their benefit they are actually using a Mid-Tier that is almost new Version 7.0.01 Patch 003 for customers now. But I wonder if it sill become unsupported before it is upgraded again?) And if there were a way for a development community to help contribute/maintain/build simple applications like this for BMC they might not even need to spend their own time to have the application created. Oh but wait.. there are options... (Circa v4... so this could have been being used for how long?) http://developer.bmc.com/jiveProd/entry.jspa?categoryID=503externalI... (screen shot here http://developer.bmc.com/jiveProd/entry.jspa?categoryID=519externalI... ) And I am sure there are other options out there too... But maybe it is just me... Maybe Kinetic, or the ARSList people might be willing to host such an application to be used outside of BMC for the community? -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Tue, Apr 22, 2008 at 2:51 PM, Pierson, Shawn [EMAIL PROTECTED] wrote: ** I don't really want to start a flame war about BMC Support, but I have a question about RFEs. I recently submitted an Issue to BMC to request an enhancement to Change Management. It's a pretty straight forward request (I asked for the Work Info to be able to be updated on Closed Change Requests) and thought it would follow the process all other RFEs had in the past, where the Support person opens the request with engineering for me. Unfortunately, I was given a *FOUR
Re: BMC Support RFE Document
I have filled out one of these, and I didn't see it as being as large a task as you see. It took me about 10 minutes, which was worth my time for the return of knowing that my request didn't get misinterpreted by someone along the chain. YMMV. Rick On Tue, Apr 22, 2008 at 11:51 AM, Pierson, Shawn [EMAIL PROTECTED] wrote: ** I don't really want to start a flame war about BMC Support, but I have a question about RFEs. I recently submitted an Issue to BMC to request an enhancement to Change Management. It's a pretty straight forward request (I asked for the Work Info to be able to be updated on Closed Change Requests) and thought it would follow the process all other RFEs had in the past, where the Support person opens the request with engineering for me. Unfortunately, I was given a **FOUR PAGE** document and told to fill it out before they would be able to look at my request. So my question is this: How many of you have had to fill out that four page document for an RFE? Keep in mind that the template is four pages, and the actual end result could be much larger. There is a section on the Word document titled Story where you are supposed to write a story about the change you would like to see. If it is indeed standard now to write a story to submit an RFE, I need to choose between Goldilocks and the three CAB approvers or something more modern like The DougMueller Code. Thanks, Shawn Pierson Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: BMC Support RFE Document
a *FOUR PAGE* document Just to clarify, the actual area to be filled out is only 1 1/3 pages. The last 2 pages are examples, and 2/3 of the second page is for support use only. In addition, the bulk of the document is checkboxes, which are very fast to fill out. Attached is a text version of what needs to be filled out by customers. I edited out the support section and the examples for clarity. Rick Cook had an excellent response to this back on April 11th: It only takes a few minutes. I'd rather do that than have it misunderstood by Engineering due to a communications issue between me and Support, and get it not implemented. If I fill out the form, I can only blame myself for not being clear enough on what I need vs. what I have. Thanks, -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Tuesday, April 22, 2008 11:52 AM To: arslist@ARSLIST.ORG Subject: BMC Support RFE Document ** I don't really want to start a flame war about BMC Support, but I have a question about RFEs. I recently submitted an Issue to BMC to request an enhancement to Change Management. It's a pretty straight forward request (I asked for the Work Info to be able to be updated on Closed Change Requests) and thought it would follow the process all other RFEs had in the past, where the Support person opens the request with engineering for me. Unfortunately, I was given a *FOUR PAGE* document and told to fill it out before they would be able to look at my request. So my question is this: How many of you have had to fill out that four page document for an RFE? Keep in mind that the template is four pages, and the actual end result could be much larger. There is a section on the Word document titled Story where you are supposed to write a story about the change you would like to see. If it is indeed standard now to write a story to submit an RFE, I need to choose between Goldilocks and the three CAB approvers or something more modern like The DougMueller Code. Thanks, Shawn Pierson Private and confidential as detailed here http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are PLEASE COPY AND PASTE THE HEADLINE OF THE RFE HERE 1. Instructions for Use Please fill out this RFE template to the best of your ability. Why? Because if you do (1) the Customer will have a more reliable RFE process, (2) Account Managers will know that their RFEs are being evaluated using consistent data, (3) Product Managers will have more information from which to make scoping decisions, and (4) Engineering will have a clearer idea of what needs to be implemented. 2. Information Describe the RFE using a brief headline. Provide a brief description for the RFE. Pick a prototypical user (such as Clara the Customer Service Engineer). First, describe the business problem s/he faces. Second, describe what s/he needs the system to do for him that is new (within the context of the existing product functionality). How frequently will the functionality be used? Frequently (hourly) Often (daily) Occasionally (weekly) One time Other -- please specify: __ How intensely will the functionality be used? Many Users Concurrently Several Users Concurrently Few Users Concurrently Administrator only Other -- please specify: __ What is the technical severity of this issue? (Examples) Severity 1 Existing feature is unusable and no reasonable workaround exists Severity 2 Existing feature is unusable but a reasonable workaround exists Severity 3 Existing feature is usable as documented but does not perform additional needed functions Severity 4 Improvement to existing and usable feature Severity 5 Cosmetic What would be the impact on your business if this functionality were not implemented? (Business processes can represent an application, internal process (e.g. deploying a new server), external process (e.g. sale of a solution) or other general goal.) Business processes can not move forward without this
Re: BMC Support RFE Document
Although rumors of said document persist, we have not yet been told to use it (our last submission was 4/15). But if it's unavoidable, why not at least provide an automated form to collect the information? And perhaps a 'voting' mechanism so that others could champion their favorites? Personally, I think they could do a better job of translating customer requirements into an actual RFE; shifting the burden to us will undoubtedly lead to fewer, albeit more significant, submissions but with varying degrees of thoroughness. Perhaps they're being bombarded and simply want to sift out those truly interested in improving the product. Either, it's more work for us. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Tuesday, April 22, 2008 11:52 AM To: arslist@ARSLIST.ORG Subject: BMC Support RFE Document This is a multi-part message in MIME format. --_=_NextPart_001_01C8A4A9.ED2A9C6C Content-Type: text/plain; charset=us-ascii content-transfer-encoding: quoted-printable I don't really want to start a flame war about BMC Support, but I have a question about RFEs. I recently submitted an Issue to BMC to request an enhancement to Change Management. It's a pretty straight forward request (I asked for the Work Info to be able to be updated on Closed Change Requests) and thought it would follow the process all other RFEs had in the past, where the Support person opens the request with engineering for me. Unfortunately, I was given a *FOUR PAGE* document and told to fill it out before they would be able to look at my request. So my question is this: How many of you have had to fill out that four page document for an RFE? Keep in mind that the template is four pages, and the actual end result could be much larger. There is a section on the Word document titled Story where you are supposed to write a story about the change you would like to see. If it is indeed standard now to write a story to submit an RFE, I need to choose between Goldilocks and the three CAB approvers or something more modern like The DougMueller Code. Thanks, Shawn Pierson Private and confidential as detailed here: http://www.sug.com/disclaimers/de= fault.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are --_=_NextPart_001_01C8A4A9.ED2A9C6C Content-Type: text/html; charset=us-ascii content-transfer-encoding: quoted-printable ** !DOCTYPE HTML PUBLIC -//W3C//DTD HTML 3.2//EN HTML HEAD META HTTP-EQUIV=3DContent-Type CONTENT=3Dtext/html; charset=3Dus-ascii META NAME=3DGenerator CONTENT=3DMS Exchange Server version 6.5.7652.24 TITLEBMC Support RFE Document/TITLE /HEAD BODY !-- Converted from text/rtf format -- P DIR=3DLTRSPAN LANG=3Den-usFONT FACE=3DCalibriI don/FONT/SPAN= SPAN LANG=3Den-usFONT FACE=3DCalibri#8217;/FONT/SPANSPAN LANG= =3Den-usFONT FACE=3DCalibrit really want to start a/FONT/SPANSPA= N LANG=3Den-us FONT FACE=3DCalibriflame war/FONT/SPANSPAN LANG= =3Den-usFONT FACE=3DCalibri about BMC Support, but I have a question= about RFE/FONT/SPANSPAN LANG=3Den-usFONT FACE=3DCalibris./FONT= /SPAN/P P DIR=3DLTRSPAN LANG=3Den-usFONT FACE=3DCalibriI recently submitte= d an Issue to BMC to request an enhancement to Change Management.nbsp; It/= FONT/SPANSPAN LANG=3Den-usFONT FACE=3DCalibri#8217;/FONT/SPAN= SPAN LANG=3Den-usFONT FACE=3DCalibris a pretty straight forward req= uest (I asked for the Work Info to be able to be updated on Closed Change Re= quests) and thought it would follow the process all other/FONT/SPANSPAN= LANG=3Den-us FONT FACE=3DCalibriRFEs had in the past, where the Supp= ort person opens the request with engineering for me.nbsp; Unfortunately, I= was given a */FONT/SPANSPAN LANG=3Den-usBFONT FACE=3DCalibriF= OUR PAGE/FONT/B/SPANSPAN LANG=3Den-usFONT FACE=3DCalibri* docu= ment and told to fill it out before they would be able to/FONT/SPANSPAN= LANG=3Den-us FONT FACE=3DCalibrilook at my request./FONT/SPAN/P= P DIR=3DLTRSPAN LANG=3Den-usFONT FACE=3DCalibriSo my question is t= his:nbsp; How many of you have had to fill out that four page document for= an RFE?nbsp;/FONT/SPANSPAN LANG=3Den-us /SPAN/P P DIR=3DLTRSPAN LANG=3Den-usFONT FACE=3DCalibriKeep in mind that t= he template is four pages, and the actual end result could/FONT/SPANSPA= N LANG=3Den-us FONT FACE=3DCalibribe much larger./FONT/SPANSPAN= LANG=3Den-usFONT FACE=3DCalibrinbsp; There is a section on the Word= document titled/FONT/SPANSPAN LANG=3Den-us FONT FACE=3DCalibri= #8220;/FONT/SPANSPAN LANG=3Den-usFONT FACE=3DCalibriStory/FONT= /SPANSPAN LANG=3Den-usFONT FACE=3DCalibri#8221;/FONT/SPANSPA= N LANG=3Den-usFONT FACE=3DCalibri where you are supposed to write a s= tory about the change you would like to see.nbsp; If
Re: BMC Support RFE Document
Shawn, I actually remember discussion of a NEW RFE process that would provide better feedback to the submitter being discussed at a RUG er.. BUW. ( But most of my RFE's are filed under single phrase statements like As Designed or Rejected with no confirmation email or discussion with me so that I can understand what those phrases mean.) I would be willing to follow the bouncing ball(2 pages, 4 pages, 10 pages... whatever) if and only if I actually believed that my effort would produce something. ( Even if the only product is just a better understanding by me of the direction of the product.) However, my hope for such a day has faded since Remedy was purchased by Per3grin3 Systems (circa 2001). ( And I do not think that BMC has yet helped to make the customers RFE experience any better.) I am also continually surprised that BMC appears to refuse to USE the ARS (Action Request System) for their own business needs. The very idea that they are sending you a file (word, text, etc) is just silly. They can do better than that with an ARS form and about 20 minutes of work. ( To their benefit they are actually using a Mid-Tier that is almost new Version 7.0.01 Patch 003 for customers now. But I wonder if it sill become unsupported before it is upgraded again?) And if there were a way for a development community to help contribute/maintain/build simple applications like this for BMC they might not even need to spend their own time to have the application created. Oh but wait.. there are options... (Circa v4... so this could have been being used for how long?) http://developer.bmc.com/jiveProd/entry.jspa?categoryID=503externalID=1137 (screen shot here http://developer.bmc.com/jiveProd/entry.jspa?categoryID=519externalID=1210 ) And I am sure there are other options out there too... But maybe it is just me... Maybe Kinetic, or the ARSList people might be willing to host such an application to be used outside of BMC for the community? -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Tue, Apr 22, 2008 at 2:51 PM, Pierson, Shawn [EMAIL PROTECTED] wrote: ** I don't really want to start a flame war about BMC Support, but I have a question about RFEs. I recently submitted an Issue to BMC to request an enhancement to Change Management. It's a pretty straight forward request (I asked for the Work Info to be able to be updated on Closed Change Requests) and thought it would follow the process all other RFEs had in the past, where the Support person opens the request with engineering for me. Unfortunately, I was given a *FOUR PAGE* document and told to fill it out before they would be able to look at my request. So my question is this: How many of you have had to fill out that four page document for an RFE? Keep in mind that the template is four pages, and the actual end result could be much larger. There is a section on the Word document titled Story where you are supposed to write a story about the change you would like to see. If it is indeed standard now to write a story to submit an RFE, I need to choose between Goldilocks and the three CAB approvers or something more modern like The DougMueller Code. Thanks, Shawn Pierson ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: BMC Support RFE Document
Resitance is futile! You will be assimilated! On Tue, 22 Apr 2008, Carey Matthew Black wrote: Shawn, I actually remember discussion of a NEW RFE process that would provide better feedback to the submitter being discussed at a RUG er.. BUW. ( But most of my RFE's are filed under single phrase statements like As Designed or Rejected with no confirmation email or discussion with me so that I can understand what those phrases mean.) I would be willing to follow the bouncing ball(2 pages, 4 pages, 10 pages... whatever) if and only if I actually believed that my effort would produce something. ( Even if the only product is just a better understanding by me of the direction of the product.) However, my hope for such a day has faded since Remedy was purchased by Per3grin3 Systems (circa 2001). ( And I do not think that BMC has yet helped to make the customers RFE experience any better.) I am also continually surprised that BMC appears to refuse to USE the ARS (Action Request System) for their own business needs. The very idea that they are sending you a file (word, text, etc) is just silly. They can do better than that with an ARS form and about 20 minutes of work. ( To their benefit they are actually using a Mid-Tier that is almost new Version 7.0.01 Patch 003 for customers now. But I wonder if it sill become unsupported before it is upgraded again?) And if there were a way for a development community to help contribute/maintain/build simple applications like this for BMC they might not even need to spend their own time to have the application created. Oh but wait.. there are options... (Circa v4... so this could have been being used for how long?) http://developer.bmc.com/jiveProd/entry.jspa?categoryID=503externalID=1137 (screen shot here http://developer.bmc.com/jiveProd/entry.jspa?categoryID=519externalID=1210 ) And I am sure there are other options out there too... But maybe it is just me... Maybe Kinetic, or the ARSList people might be willing to host such an application to be used outside of BMC for the community? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: BMC Support login
Got what appears to be the final word from Support today on this - BMC IT shows no record that there was ever an account listed under my email address. I would submit that the few dozen Support issues raised from that account shows them to be mistaken. Management will be contacted Rick On Thu, Apr 3, 2008 at 2:53 PM, patrick zandi [EMAIL PROTECTED] wrote: ** EVERYONE, Next time you login to support.. Test something for me... Do a search of all your tickets.. not for just you... but for the whole support ID.. Did you find people and companies you do not know ? Maybe it is just me.. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: BMC Support login
Rick, I have no problem logging in. Dwayne Martin James Madison University Original message Date: Thu, 3 Apr 2008 09:14:59 -0700 From: Rick Cook [EMAIL PROTECTED] Subject: BMC Support login To: arslist@ARSLIST.ORG ** My BMC Support login doesn't appear to work - anyone else having this issue? NOT having this issue? Like to know if it's just a personal problem or something more endemic. Rick __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: BMC Support login
Rick...Mine is working. Warren On 4/3/08, Rick Cook [EMAIL PROTECTED] wrote: ** My BMC Support login doesn't appear to work - anyone else having this issue? NOT having this issue? Like to know if it's just a personal problem or something more endemic. Rick __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- 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 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: BMC Support login
Well, I'm glad to hear it. For me, it doesn't even recognize that I exist when I clicked the Forgot my password (which I didn't) link. Got a message saying that my email address was invalid or unrecognized. This isn't good... Rick On Thu, Apr 3, 2008 at 9:20 AM, Warren Baltimore [EMAIL PROTECTED] wrote: ** Rick...Mine is working. Warren On 4/3/08, Rick Cook [EMAIL PROTECTED] wrote: ** My BMC Support login doesn't appear to work - anyone else having this issue? NOT having this issue? Like to know if it's just a personal problem or something more endemic. Rick __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- 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. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: BMC Support login
EVERYONE, Next time you login to support.. Test something for me... Do a search of all your tickets.. not for just you... but for the whole support ID.. Did you find people and companies you do not know ? Maybe it is just me.. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: BMC Support Site Rant
Discussing Support is only a topic that makes one's blood pressure rise.. Support is almost useless.. if not Pleasonton, the only thing you are paying for is the upgrades. You might as well pay for support Twice and go with someone else who give better support - anyone can. out of some 20 calls, they have only answered 1 correctly, and that was after a 50 days. either I solved it, or the arslist solved it. useless! On 10/30/07, David.M Clark [EMAIL PROTECTED] wrote: My personal experience is that one word sums up how bad their support is at this point: Bhopal Carey Matthew Black [EMAIL PROTECTED] 10/30/2007 1:24 PM A bit of clarification on the topic... I was contacted by a BMC person off list to explain the situation. BMC is using an ARS application to support their external customers. (no surprise there, just look at the URL's on the support site) However it is the Customer Support application and not currently ITSM to deal with their customers. The project finalized last fall. They also mentioned that they currently use ITSM internally. And I love this quote... so I want to echo it too... So really, we are drinking our own champagne! The person went on to say that they are working on a move to ITSM for their external customers, but we don't want to do too many changes in too short a time. I do appreciate the clarification. However, my original analysis still stands... they are not (yet) using ITSM to support their customers. Apparently they are using it to support themselves, so maybe that counts to some extent. ( Let's give them credit for doing that. I am sure it was no small feet for some of the long time BMC people to make that adjustment. ) ( I do realize that this is BUW week and I will be lucky to get a few field mice to actually read this post this week too. But... for those of us who did not get to go... or those that are just now getting back from BUW) So in the light of the new information I feel compelled to ask the ARSList Does anyone think that BMC is changing to many things or moving to fast, about how they are providing your support? -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 10/30/07, Hugo Visser [EMAIL PROTECTED] wrote: snip On topic, I always assumed that BMC uses some form of ITSM for their support, but they do not? What about the last big upgrade, when we all moved to the ISS numbers? Hugo On 10/30/07, Carey Matthew Black [EMAIL PROTECTED] wrote: Actually... I think it is a simple enough observation to say If ITSM is a leading product for Service Management then why do they not use it to manage their relationship with their own customers? ___ 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 -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support Site Rant
I can't go as far as Patrick. I'd say Support is spotty, but I have had some very good experiences. But I feel the need to point out one problem: The last time we had one of these go-arounds about Support I said that when I fill out a satisfaction survey I always check the box that asks if I want someone to contact me about the ticket, but nobody ever does. Somebody from BMC (sorry I forget his name) called me and we discussed the issue and he assured me that things would change. But since then I have checked that box several more times, but nobody has ever called me. Dwayne Martin James Madison University Original message Date: Wed, 31 Oct 2007 08:31:47 -0400 From: patrick zandi [EMAIL PROTECTED] Subject: Re: BMC Support Site Rant To: arslist@ARSLIST.ORG ** Discussing Support is only a topic that makes one's blood pressure rise.. Support is almost useless.. if not Pleasonton, the only thing you are paying for is the upgrades. You might as well pay for support Twice and go with someone else who give better support - anyone can. out of some 20 calls, they have only answered 1 correctly, and that was after a 50 days. either I solved it, or the arslist solved it. useless! On 10/30/07, David.M Clark [EMAIL PROTECTED] wrote: My personal experience is that one word sums up how bad their support is at this point: Bhopal Carey Matthew Black [EMAIL PROTECTED] 10/30/2007 1:24 PM A bit of clarification on the topic... I was contacted by a BMC person off list to explain the situation. BMC is using an ARS application to support their external customers. (no surprise there, just look at the URL's on the support site) However it is the Customer Support application and not currently ITSM to deal with their customers. The project finalized last fall. They also mentioned that they currently use ITSM internally. And I love this quote... so I want to echo it too... So really, we are drinking our own champagne! The person went on to say that they are working on a move to ITSM for their external customers, but we don't want to do too many changes in too short a time. I do appreciate the clarification. However, my original analysis still stands... they are not (yet) using ITSM to support their customers. Apparently they are using it to support themselves, so maybe that counts to some extent. ( Let's give them credit for doing that. I am sure it was no small feet for some of the long time BMC people to make that adjustment. ) ( I do realize that this is BUW week and I will be lucky to get a few field mice to actually read this post this week too. But... for those of us who did not get to go... or those that are just now getting back from BUW) So in the light of the new information I feel compelled to ask the ARSList Does anyone think that BMC is changing to many things or moving to fast, about how they are providing your support? -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 10/30/07, Hugo Visser [EMAIL PROTECTED] wrote: snip On topic, I always assumed that BMC uses some form of ITSM for their support, but they do not? What about the last big upgrade, when we all moved to the ISS numbers? Hugo On 10/30/07, Carey Matthew Black [EMAIL PROTECTED] wrote: Actually... I think it is a simple enough observation to say If ITSM is a leading product for Service Management then why do they not use it to manage their relationship with their own customers? ___ 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 -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ Dwayne Martin Computing Support James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support Site Rant
Did the same, sales representative contacted me...oi Dave Drake | Remedy Administrator | Cerner Corporation - CernerWorks | 816-201-1823 | [EMAIL PROTECTED] | www.cerner.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin Sent: Wednesday, October 31, 2007 7:38 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Support Site Rant I can't go as far as Patrick. I'd say Support is spotty, but I have had some very good experiences. But I feel the need to point out one problem: The last time we had one of these go-arounds about Support I said that when I fill out a satisfaction survey I always check the box that asks if I want someone to contact me about the ticket, but nobody ever does. Somebody from BMC (sorry I forget his name) called me and we discussed the issue and he assured me that things would change. But since then I have checked that box several more times, but nobody has ever called me. Dwayne Martin James Madison University Original message Date: Wed, 31 Oct 2007 08:31:47 -0400 From: patrick zandi [EMAIL PROTECTED] Subject: Re: BMC Support Site Rant To: arslist@ARSLIST.ORG ** Discussing Support is only a topic that makes one's blood pressure rise.. Support is almost useless.. if not Pleasonton, the only thing you are paying for is the upgrades. You might as well pay for support Twice and go with someone else who give better support - anyone can. out of some 20 calls, they have only answered 1 correctly, and that was after a 50 days. either I solved it, or the arslist solved it. useless! On 10/30/07, David.M Clark [EMAIL PROTECTED] wrote: My personal experience is that one word sums up how bad their support is at this point: Bhopal Carey Matthew Black [EMAIL PROTECTED] 10/30/2007 1:24 PM A bit of clarification on the topic... I was contacted by a BMC person off list to explain the situation. BMC is using an ARS application to support their external customers. (no surprise there, just look at the URL's on the support site) However it is the Customer Support application and not currently ITSM to deal with their customers. The project finalized last fall. They also mentioned that they currently use ITSM internally. And I love this quote... so I want to echo it too... So really, we are drinking our own champagne! The person went on to say that they are working on a move to ITSM for their external customers, but we don't want to do too many changes in too short a time. I do appreciate the clarification. However, my original analysis still stands... they are not (yet) using ITSM to support their customers. Apparently they are using it to support themselves, so maybe that counts to some extent. ( Let's give them credit for doing that. I am sure it was no small feet for some of the long time BMC people to make that adjustment. ) ( I do realize that this is BUW week and I will be lucky to get a few field mice to actually read this post this week too. But... for those of us who did not get to go... or those that are just now getting back from BUW) So in the light of the new information I feel compelled to ask the ARSList Does anyone think that BMC is changing to many things or moving to fast, about how they are providing your support? -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 10/30/07, Hugo Visser [EMAIL PROTECTED] wrote: snip On topic, I always assumed that BMC uses some form of ITSM for their support, but they do not? What about the last big upgrade, when we all moved to the ISS numbers? Hugo On 10/30/07, Carey Matthew Black [EMAIL PROTECTED] wrote: Actually... I think it is a simple enough observation to say If ITSM is a leading product for Service Management then why do they not use it to manage their relationship with their own customers? ___ 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 -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ Dwayne Martin Computing Support James Madison University
Re: BMC Support Site Rant
I know we are eating our own dog food, our Customer Care department uses ExpertDesk (ofcourse!). And yes, the detailed description field is of length 0. No rocket science there :) On topic, I always assumed that BMC uses some form of ITSM for their support, but they do not? What about the last big upgrade, when we all moved to the ISS numbers? Hugo On 10/30/07, Carey Matthew Black [EMAIL PROTECTED] wrote: Actually... I think it is a simple enough observation to say If ITSM is a leading product for Service Management then why do they not use it to manage their relationship with their own customers? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support Site Rant
A bit of clarification on the topic... I was contacted by a BMC person off list to explain the situation. BMC is using an ARS application to support their external customers. (no surprise there, just look at the URL's on the support site) However it is the Customer Support application and not currently ITSM to deal with their customers. The project finalized last fall. They also mentioned that they currently use ITSM internally. And I love this quote... so I want to echo it too... So really, we are drinking our own champagne! The person went on to say that they are working on a move to ITSM for their external customers, but we don't want to do too many changes in too short a time. I do appreciate the clarification. However, my original analysis still stands... they are not (yet) using ITSM to support their customers. Apparently they are using it to support themselves, so maybe that counts to some extent. ( Let's give them credit for doing that. I am sure it was no small feet for some of the long time BMC people to make that adjustment. ) ( I do realize that this is BUW week and I will be lucky to get a few field mice to actually read this post this week too. But... for those of us who did not get to go... or those that are just now getting back from BUW) So in the light of the new information I feel compelled to ask the ARSList Does anyone think that BMC is changing to many things or moving to fast, about how they are providing your support? -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 10/30/07, Hugo Visser [EMAIL PROTECTED] wrote: snip On topic, I always assumed that BMC uses some form of ITSM for their support, but they do not? What about the last big upgrade, when we all moved to the ISS numbers? Hugo On 10/30/07, Carey Matthew Black [EMAIL PROTECTED] wrote: Actually... I think it is a simple enough observation to say If ITSM is a leading product for Service Management then why do they not use it to manage their relationship with their own customers? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support Site Rant
My personal experience is that one word sums up how bad their support is at this point: Bhopal Carey Matthew Black [EMAIL PROTECTED] 10/30/2007 1:24 PM A bit of clarification on the topic... I was contacted by a BMC person off list to explain the situation. BMC is using an ARS application to support their external customers. (no surprise there, just look at the URL's on the support site) However it is the Customer Support application and not currently ITSM to deal with their customers. The project finalized last fall. They also mentioned that they currently use ITSM internally. And I love this quote... so I want to echo it too... So really, we are drinking our own champagne! The person went on to say that they are working on a move to ITSM for their external customers, but we don't want to do too many changes in too short a time. I do appreciate the clarification. However, my original analysis still stands... they are not (yet) using ITSM to support their customers. Apparently they are using it to support themselves, so maybe that counts to some extent. ( Let's give them credit for doing that. I am sure it was no small feet for some of the long time BMC people to make that adjustment. ) ( I do realize that this is BUW week and I will be lucky to get a few field mice to actually read this post this week too. But... for those of us who did not get to go... or those that are just now getting back from BUW) So in the light of the new information I feel compelled to ask the ARSList Does anyone think that BMC is changing to many things or moving to fast, about how they are providing your support? -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 10/30/07, Hugo Visser [EMAIL PROTECTED] wrote: snip On topic, I always assumed that BMC uses some form of ITSM for their support, but they do not? What about the last big upgrade, when we all moved to the ISS numbers? Hugo On 10/30/07, Carey Matthew Black [EMAIL PROTECTED] wrote: Actually... I think it is a simple enough observation to say If ITSM is a leading product for Service Management then why do they not use it to manage their relationship with their own customers? ___ 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 Support Site Rant
I think I'd have to support their position of using the Customer Support product. ITSM didn't go into general release until mid-last year (I forget exactly when). Their project to put the customer support product into place probably started months before that - quite likely before they even had a general release date for ITSM. That said - if I was running a support organization I wouldn't want to upgrade to a completely different product line right after finishing a major implementation. And the CS product is a good product for doing outward facing customer support - plus it's still supported by Remedy and is a current product offering. I won't debate the philosophical implications of whether or not it would be better if they used ITSM. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Tuesday, October 30, 2007 1:24 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support Site Rant A bit of clarification on the topic... I was contacted by a BMC person off list to explain the situation. BMC is using an ARS application to support their external customers. (no surprise there, just look at the URL's on the support site) However it is the Customer Support application and not currently ITSM to deal with their customers. The project finalized last fall. They also mentioned that they currently use ITSM internally. And I love this quote... so I want to echo it too... So really, we are drinking our own champagne! The person went on to say that they are working on a move to ITSM for their external customers, but we don't want to do too many changes in too short a time. I do appreciate the clarification. However, my original analysis still stands... they are not (yet) using ITSM to support their customers. Apparently they are using it to support themselves, so maybe that counts to some extent. ( Let's give them credit for doing that. I am sure it was no small feet for some of the long time BMC people to make that adjustment. ) ( I do realize that this is BUW week and I will be lucky to get a few field mice to actually read this post this week too. But... for those of us who did not get to go... or those that are just now getting back from BUW) So in the light of the new information I feel compelled to ask the ARSList Does anyone think that BMC is changing to many things or moving to fast, about how they are providing your support? -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 10/30/07, Hugo Visser [EMAIL PROTECTED] wrote: snip On topic, I always assumed that BMC uses some form of ITSM for their support, but they do not? What about the last big upgrade, when we all moved to the ISS numbers? Hugo On 10/30/07, Carey Matthew Black [EMAIL PROTECTED] wrote: Actually... I think it is a simple enough observation to say If ITSM is a leading product for Service Management then why do they not use it to manage their relationship with their own customers? ___ 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 Support Site Rant
I think that the point of why support has suffered is missed when we blame only the off-shoring of support. The real problem is that they made a decision to do away with the support staff (thus cutting payroll), and off shoring it. If they had decided to do away with the support staff and hire all new Yanks, we'd have the same problems (albeit for us Yanks, it might be easier to understand them, course then the rest of the world would have to deal with our tendancy to butcher the Queens English!). The problem we are dealing with is the simple fact that they lost years of experience in this, and some poor disillusioned executive thought it would be relatively cheap and easy to provide some scripts and training to new people and voila! No, bottom line, BMC screwed up and screwed us in the process. Recently, I did have the pleasure of speaking with someone in the support management line. He was VERY cognizant of the mistakes that they had made. He had a plan to try and fix it (training, training and more training), but he was well aware that it was not going to be a quick solution. And since the proverbial trigger had already been pulled, the original support staff is gone And they are NOT going to be coming back. So, we're stuck with the current situation (I think). The only 2 things that I see as a course of action is to either take your support to a 3rd party (many like the service they receive), or make sure you bring up problems WITH BMC whenever they occur. Unless they know about them, they can't fix 'em HA HA That's the nicest BMC support email I've typed in a LONG time Warren On 10/30/07, David.M Clark [EMAIL PROTECTED] wrote: My personal experience is that one word sums up how bad their support is at this point: Bhopal Carey Matthew Black [EMAIL PROTECTED] 10/30/2007 1:24 PM A bit of clarification on the topic... I was contacted by a BMC person off list to explain the situation. BMC is using an ARS application to support their external customers. (no surprise there, just look at the URL's on the support site) However it is the Customer Support application and not currently ITSM to deal with their customers. The project finalized last fall. They also mentioned that they currently use ITSM internally. And I love this quote... so I want to echo it too... So really, we are drinking our own champagne! The person went on to say that they are working on a move to ITSM for their external customers, but we don't want to do too many changes in too short a time. I do appreciate the clarification. However, my original analysis still stands... they are not (yet) using ITSM to support their customers. Apparently they are using it to support themselves, so maybe that counts to some extent. ( Let's give them credit for doing that. I am sure it was no small feet for some of the long time BMC people to make that adjustment. ) ( I do realize that this is BUW week and I will be lucky to get a few field mice to actually read this post this week too. But... for those of us who did not get to go... or those that are just now getting back from BUW) So in the light of the new information I feel compelled to ask the ARSList Does anyone think that BMC is changing to many things or moving to fast, about how they are providing your support? -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 10/30/07, Hugo Visser [EMAIL PROTECTED] wrote: snip On topic, I always assumed that BMC uses some form of ITSM for their support, but they do not? What about the last big upgrade, when we all moved to the ISS numbers? Hugo On 10/30/07, Carey Matthew Black [EMAIL PROTECTED] wrote: Actually... I think it is a simple enough observation to say If ITSM is a leading product for Service Management then why do they not use it to manage their relationship with their own customers? ___ 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 -- 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 Support Site Rant
I know many of those former support peopleI bet more would come back than you might think.especially if they came back to something that was more like the old Remedy. The point being, that the old Remedy was successful, profitable and had VERY happy customers. It had the most loyal following I have ever seen in this business. So BMC, why mess with the proven track record? HINT BMC EXECUTIVES: Let Remedy BE Remedy.let it get back to the way it was and watch the profits and customer satisfaction increase. Tim _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore Sent: Tuesday, October 30, 2007 6:51 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support Site Rant ** I think that the point of why support has suffered is missed when we blame only the off-shoring of support. The real problem is that they made a decision to do away with the support staff (thus cutting payroll), and off shoring it. If they had decided to do away with the support staff and hire all new Yanks, we'd have the same problems (albeit for us Yanks, it might be easier to understand them, course then the rest of the world would have to deal with our tendancy to butcher the Queens English!). The problem we are dealing with is the simple fact that they lost years of experience in this, and some poor disillusioned executive thought it would be relatively cheap and easy to provide some scripts and training to new people and voila! No, bottom line, BMC screwed up and screwed us in the process. Recently, I did have the pleasure of speaking with someone in the support management line. He was VERY cognizant of the mistakes that they had made. He had a plan to try and fix it (training, training and more training), but he was well aware that it was not going to be a quick solution. And since the proverbial trigger had already been pulled, the original support staff is gone And they are NOT going to be coming back. So, we're stuck with the current situation (I think). The only 2 things that I see as a course of action is to either take your support to a 3rd party (many like the service they receive), or make sure you bring up problems WITH BMC whenever they occur. Unless they know about them, they can't fix 'em HA HA That's the nicest BMC support email I've typed in a LONG time Warren On 10/30/07, David.M Clark [EMAIL PROTECTED] wrote: My personal experience is that one word sums up how bad their support is at this point: Bhopal Carey Matthew Black [EMAIL PROTECTED] 10/30/2007 1:24 PM A bit of clarification on the topic... I was contacted by a BMC person off list to explain the situation. BMC is using an ARS application to support their external customers. (no surprise there, just look at the URL's on the support site) However it is the Customer Support application and not currently ITSM to deal with their customers. The project finalized last fall. They also mentioned that they currently use ITSM internally. And I love this quote... so I want to echo it too... So really, we are drinking our own champagne! The person went on to say that they are working on a move to ITSM for their external customers, but we don't want to do too many changes in too short a time. I do appreciate the clarification. However, my original analysis still stands... they are not (yet) using ITSM to support their customers. Apparently they are using it to support themselves, so maybe that counts to some extent. ( Let's give them credit for doing that. I am sure it was no small feet for some of the long time BMC people to make that adjustment. ) ( I do realize that this is BUW week and I will be lucky to get a few field mice to actually read this post this week too. But... for those of us who did not get to go... or those that are just now getting back from BUW) So in the light of the new information I feel compelled to ask the ARSList Does anyone think that BMC is changing to many things or moving to fast, about how they are providing your support? -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 10/30/07, Hugo Visser [EMAIL PROTECTED] wrote: snip On topic, I always assumed that BMC uses some form of ITSM for their support, but they do not? What about the last big upgrade, when we all moved to the ISS numbers? Hugo On 10/30/07, Carey Matthew Black [EMAIL PROTECTED] wrote: Actually... I think it is a simple enough observation to say If ITSM is a leading product for Service Management then why do they not use it to manage their relationship with their own customers? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers
Re: BMC Support Site Rant
I had Remedy web down for four days because w3wp.exe was in a constant loop. Rebooting the server did not help. Support originally told me my Java was too good - I had to downgrade from 1.5 to 1.4.something. Still in a loop in a loop in a loop. So using cunning born of years of practice, I searched ARSLIST (definitely not named by an Englishman) and found that others had the same problem and that the bypass fix was to delete the midtier and reinstall. Voila! the system talks. The list indicates that the problem will recur in two weeks when we'll reinstall the midtier. BMC Support closed the ticket muttering something about servlets and it's all Window's fault. Thanks to a great list. Sorrel Jakins Chief Engineer OIT BYU [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] Work: 801-422-7128 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore Sent: Tuesday, October 30, 2007 4:51 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support Site Rant ** I think that the point of why support has suffered is missed when we blame only the off-shoring of support. The real problem is that they made a decision to do away with the support staff (thus cutting payroll), and off shoring it. If they had decided to do away with the support staff and hire all new Yanks, we'd have the same problems (albeit for us Yanks, it might be easier to understand them, course then the rest of the world would have to deal with our tendancy to butcher the Queens English!). The problem we are dealing with is the simple fact that they lost years of experience in this, and some poor disillusioned executive thought it would be relatively cheap and easy to provide some scripts and training to new people and voila! No, bottom line, BMC screwed up and screwed us in the process. Recently, I did have the pleasure of speaking with someone in the support management line. He was VERY cognizant of the mistakes that they had made. He had a plan to try and fix it (training, training and more training), but he was well aware that it was not going to be a quick solution. And since the proverbial trigger had already been pulled, the original support staff is gone And they are NOT going to be coming back. So, we're stuck with the current situation (I think). The only 2 things that I see as a course of action is to either take your support to a 3rd party (many like the service they receive), or make sure you bring up problems WITH BMC whenever they occur. Unless they know about them, they can't fix 'em HA HA That's the nicest BMC support email I've typed in a LONG time Warren On 10/30/07, David.M Clark [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: My personal experience is that one word sums up how bad their support is at this point: Bhopal Carey Matthew Black [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] 10/30/2007 1:24 PM A bit of clarification on the topic... I was contacted by a BMC person off list to explain the situation. BMC is using an ARS application to support their external customers. (no surprise there, just look at the URL's on the support site) However it is the Customer Support application and not currently ITSM to deal with their customers. The project finalized last fall. They also mentioned that they currently use ITSM internally. And I love this quote... so I want to echo it too... So really, we are drinking our own champagne! The person went on to say that they are working on a move to ITSM for their external customers, but we don't want to do too many changes in too short a time. I do appreciate the clarification. However, my original analysis still stands... they are not (yet) using ITSM to support their customers. Apparently they are using it to support themselves, so maybe that counts to some extent. ( Let's give them credit for doing that. I am sure it was no small feet for some of the long time BMC people to make that adjustment. ) ( I do realize that this is BUW week and I will be lucky to get a few field mice to actually read this post this week too. But... for those of us who did not get to go... or those that are just now getting back from BUW) So in the light of the new information I feel compelled to ask the ARSList Does anyone think that BMC is changing to many things or moving to fast, about how they are providing your support? -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 10/30/07, Hugo Visser [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: snip On topic, I always assumed that BMC uses some form of ITSM for their support, but they do not? What about the last big upgrade, when we all moved to the ISS numbers? Hugo On 10/30/07, Carey Matthew Black [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: Actually
Re: BMC Support Site Rant
Benjamin, You are confusing a company that preaches best practice with one that actually utilizes best practice in their own support mechanism. Practice what you preach is NOT one of the BMC/Remedy tenants.sadly. Another example is reporting. Best practice says that you allow customers to be somewhat self sufficient and provide them the ability to do some reporting on their tickets/issues. Does BMC allow any type of reporting on outstanding support issues. No they do not. They sell a product with 100+ embedded reports because, that's what customers need, but do not implement any type of reporting for their internal customers. I'm sure that the members of this list can come up with numerous other examples where the practice doesn't measure up to the preaching. Self reporting is just one of my pet peeves. Tim _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A. Sent: Monday, October 29, 2007 6:15 PM To: arslist@ARSLIST.ORG Subject: OT: BMC Support Site Rant ** Dear List (David Easter are you listening), rant I'd like to know how many of you out there have a size limit on a field named Details and/or Description? What is the best practice for a size limit on the Details field? In my mind, this field should be a 0-length (unlimited) field such that a person can input as many characters as it takes (within database constraints for a character field) to make a _detailed_ description of the problem. I can understand a limit on a Summary or Brief Description field for reporting purposes. Apparently the folks running the BMC Remedy Support site feel that 254 characters are sufficient for a _detailed_ description. Further, if you exceed this limit, do you get descriptive feedback as to why you couldn't save your ticket? NO. Unable to setup data connection which is preventing this application from working correctly. What is that? /rant Sorry to rant here, but after typing up a nice detailed description of a problem, I get an error message on trying to save my ticket. After butchering my response, I can finally save the ticket, but it now nowhere near reflects what I wanted to say and have to resort to several sequential ticket updates. __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 Support Site Rant
Actually... I think it is a simple enough observation to say If ITSM is a leading product for Service Management then why do they not use it to manage their relationship with their own customers? I can understand that it can take time to absorb a new acquisition into the main stream. However, Remedy/Per#$%#$ appeared to never use ITSM/ITSP either. So I think I can not just blame BMC for this issue.The phrase Eating your own dog food (http://en.wikipedia.org/wiki/Eat_one's_own_dog_food) just does not seem to have really registered with Remedy. A little company, Ralston Purina Company (subsidiary of Nestlé ) is credited with the idea sometime before 1988. I mean, how could that apply to a company like BMC? How successful has Nestlé been over the years? http://en.wikipedia.org/wiki/Nestle Revenue 98,5 billion CHF (2006) Net income 5,05 billion CHF (2006) CHF is Swiss franc by the way with a current exchange rate of : 1 CHF = 0.8583 USD (BTW) so that would be like... Revenue 84.54 billion USD (2006) Net income 4.33 billion USD (2006) VS: http://en.wikipedia.org/wiki/BMC_Software Revenue $1.49 billion USD (FY2006) But for what it is worth... Looking at ITSM v7 RQC:ServiceRequestWizard (The Create a Request button from the Requester Console.) I see the application only asking the user for: Required: 'Summary*+' ( 255 Char) 'Urgency*' (Selection field) Optional fields look like they include: 'Notes' (255 Char) 'Date Required+' (Date/Time) 'Phone' (255 Char) [ What the ...? for a phone number?] 'Email' (255 Char) But they do appear to allow you to attach an attachment there too. So maybe they are just front ending the application with a custom Data entry tool after all? FWIW: When getting ready to open an issue with BMC, I have taken to writing my entry before I go to the web site. If it is long enough then I make it into an attachment and just attach it with the text see attachment in the description. :) Besides, I am normally sending in log files these days anyway... so there is normally an attachment anyway. :( -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 10/29/07, Timothy Powell [EMAIL PROTECTED] wrote: ** Benjamin, You are confusing a company that preaches best practice with one that actually utilizes best practice in their own support mechanism. Practice what you preach is NOT one of the BMC/Remedy tenants.sadly. snip I'm sure that the members of this list can come up with numerous other examples where the practice doesn't measure up to the preaching. snip Tim From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A. Sent: Monday, October 29, 2007 6:15 PM To: arslist@ARSLIST.ORG Subject: OT: BMC Support Site Rant ** rant snip ... What is the best practice for ... snip /rant ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support Site Rant
I'm sure that you'll find that BMC/Remedy no longer uses BEST practices. In order to be fully ITIL V.3 compliant they now use GOOD practices. Good practices doesn't quite make since to me but guess they had to find a name for it. I do have to admit that after I raised hell at support and my program manager raised hell at sales our support has improved. Not sure if this is just luck or if we finally got through to someone. Probably tagged my person data entry as SQUEAKY WHEEL. Have a good one Dave - Original Message From: Timothy Powell [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Monday, October 29, 2007 4:55:12 PM Subject: Re: BMC Support Site Rant ** Benjamin, You are confusing a company that preaches best practice with one that actually utilizes best practice in their own support mechanism. Practice what you preach is NOT one of the BMC/Remedy tenants.sadly. Another example is reporting. Best practice says that you allow customers to be somewhat self sufficient and provide them the ability to do some reporting on their tickets/issues. Does BMC allow any type of reporting on outstanding support issues. No they do not. They sell a product with 100+ embedded reports because, that's what customers need, but do not implement any type of reporting for their internal customers. I'm sure that the members of this list can come up with numerous other examples where the practice doesn't measure up to the preaching. Self reporting is just one of my pet peeves. Tim From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A. Sent: Monday, October 29, 2007 6:15 PM To: arslist@ARSLIST.ORG Subject: OT: BMC Support Site Rant ** Dear List (David Easter are you listening), rant I’d like to know how many of you out there have a size limit on a field named “Details” and/or “Description”? What is the “best practice” for a size limit on the “Details” field? In my mind, this field should be a 0-length (unlimited) field such that a person can input as many characters as it takes (within database constraints for a character field) to make a _detailed_ description of the problem. I can understand a limit on a “Summary” or “Brief Description” field for reporting purposes. Apparently the folks running the BMC Remedy Support site feel that 254 characters are sufficient for a _detailed_ description. Further, if you exceed this limit, do you get descriptive feedback as to why you couldn’t save your ticket? NO. “Unable to setup data connection which is preventing this application from working correctly”. What is that? /rant Sorry to rant here, but after typing up a nice detailed description of a problem, I get an error message on trying to save my ticket. After butchering my response, I can finally save the ticket, but it now nowhere near reflects what I wanted to say and have to resort to several sequential ticket updates. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support -- A note from BMC
Thanks for the update on support, Doug. It's nice to know you all are keeping a finger on the pulse of your ARS community - David Easter's presence on the list has been particularly beneficial to all. While we are on the topic of the SupportWeb, are we ever going to see the Remedy Knowledge Management product appear there as a supported product, i.e. with the latest patches (see ISS03150692) and technical bulletins/defect reports. Since every version of it released over the last several years has required large amounts of post-install cleanup, either of erroneous files, incorrect field lengths, or conflicting api files, etc., it is very hard to support when NONE of that is kept on the SupportWeb. The problems go way beyond the few customer advisories that have been sporadically posted over in the documentation section, and change significantly between releases. No patch has ever appeared in the Remedy Heritage Products download site, which is where I would expect them to be. The last patch support sent me in July they apparently should NOT have, and it is still partially installed on one of my environments. It just seems as if this product is treated like the red-headed stepchild of BMC, and that is unfortunate. Even the ITSM patches like to wipe out the hand-customization that it still requires to integrate it with Incident and Problem Management. The people in that unit are very knowledgeable, and have gone to great lengths in the past to walk me through all of the manual fixes required, but that information is not on supportweb, nor are their patches, nor is there any indication that the ITSM developers consider it an integrated application. If it is not on your list of support issues, please put it there. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mueller, Doug Sent: Sunday, October 07, 2007 2:29 PM To: arslist@ARSLIST.ORG Subject: FW: BMC Support -- A note from BMC ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
I use a BMC approved third party support partner and couldn't be happier. They are located in Florida and all of them are very experienced and all speak English. Great group of guys to work with!! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Tuesday, September 18, 2007 10:11 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support I have already put my two cents in on this one concerning the quality of support that we have received and have been watching this thread with interest. The one thing I haven't seen mentioned is any of the U.S. Federal customers concerns. I know that my federal customer is EXTREMELY concerned with our support being provided by non-us support personnel, too the point where they have been talking about looking for a U.S. only solution. All concerns on this issue raised to our BMC Federal Sales staff have been met with silence. I for one would be interested to know if there are other federal customers out there that share my customers concerns. Dave Catch up on fall's hot new shows http://us.rd.yahoo.com/tv/mail/tagline/falltv/evt=47093/*http:/tv.yahoo .com/collections/3658%20%0a on Yahoo! TV. Watch previews, get listings, and more! __20060125___This posting was submitted with HTML in it___ STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
Hi Dave, While we aren't a federal customer, I hadn't even thought about the security issues involved. You are bringing an important issue to the discussion. Best Regards, Tom Altamore - Original Message - From: [EMAIL PROTECTED] Date: Tuesday, September 18, 2007 9:11 pm Subject: Re: BMC Support To: arslist@ARSLIST.ORG I have already put my two cents in on this one concerning the quality of support that we have received and have been watching this thread with interest. The one thing I haven't seen mentioned is any of the U.S. Federal customers concerns. I know that my federal customer is EXTREMELY concerned with our support being provided by non-us support personnel, too the point where they have been talking about looking for a U.S. only solution. All concerns on this issue raised to our BMC Federal Sales staff have been met with silence. I for one would be interested to know if there are other federal customers out there that share my customers concerns. Dave Moody friends. Drama queens. Your life? Nope! - their life, your story. Play Sims Stories at Yahoo! Games. http://sims.yahoo.com/ ___ 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 Support
I have had this discussion with BMC Managers, and unless the Gov blatantly states, US personnel only - or Sensitive information in a AFI or AR .. they will not do it. I have tried and tried... but it seems no one cares about security anymore... OPSEC is just a word ... The countries on the BMC side are not Enemies so everything is just Flowers and Roses... I just feel like My Country is being coxed into a Sucker Punch.. But no one Cares.. Sad.. Sad situation.. Retirement in 60 days.. 8 - ) Signed: Sincerely Concerned for our Nation. On 9/18/07, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: ** I have already put my two cents in on this one concerning the quality of support that we have received and have been watching this thread with interest. The one thing I haven't seen mentioned is any of the U.S. Federal customers concerns. I know that my federal customer is EXTREMELY concerned with our support being provided by non-us support personnel, too the point where they have been talking about looking for a U.S. only solution. All concerns on this issue raised to our BMC Federal Sales staff have been met with silence. I for one would be interested to know if there are other federal customers out there that share my customers concerns. Dave -- Catch up on fall's hot new showshttp://us.rd.yahoo.com/tv/mail/tagline/falltv/evt=47093/*http://tv.yahoo.com/collections/3658+%0Aon Yahoo! TV. Watch previews, get listings, and more! __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 Support
Zandi, you're retiring soon? Good job and congrats! At 60 days you're definitely a short-timer! Drew P.S. Yep, the DoD should have a security clause in every procurement contract. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
The point was that they have the right (as it is their licensed product) to dictate where you get your support. I'm not saying that I like it, or that it's even a good business practice. I'm just saying it's totally inline with capitalism. Now if the government said you MUST use BMC that would be different. Bottom-line is that it's ultimately their property and they have that right. 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 Susan Palmer Sent: Tuesday, September 18, 2007 1:41 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Yeaa On 9/18/07, arslist [EMAIL PROTECTED] wrote: ** Yes, but they don't tell you which authorized dealership you can go to, and you don't have to ask their permission to change which one you use. ... Daniel From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: September 18, 2007 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support I've been very lucky in that I've only needed to use the support a couple of times, so I cant really speak about the support issues. I will have to say that IMO their methods are in no way out of line with the principles of capitalism. You cant take your new Ford to the local Chevy dealer for warranty work can you? Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 8-226-1805 __ __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 Support
Andy, But is it their property? There's not a point when I have to give it back, it's not leased. I really feel I'm buying the product when I initially buy the licenses. I pay for the licenses and then I pay for the support separately. I don't see why they have the right to dictate (i.e. dictatorship). Should I be using the term free enterprise as opposed to capitalism? I should be free to find the support enterprise that best suits my company's needs. If I buy a car at one dealership, I can go to another dealership to get service (support). The dealerships have different ownership but they both are authorized sellers (or partners) of the mother company. They don't own my car. They may not want to loose the service but then they should have to compete for those also by providing the best service. Susan On 9/19/07, Mayfield, Andy L. [EMAIL PROTECTED] wrote: ** The point was that they have the right (as it is their licensed product) to dictate where you get your support. I'm not saying that I like it, or that it's even a good business practice. I'm just saying it's totally inline with capitalism. Now if the government said you MUST use BMC that would be different. Bottom-line is that it's ultimately their property and they have that right. *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 *Susan Palmer *Sent:* Tuesday, September 18, 2007 1:41 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Support ** Yeaa On 9/18/07, *arslist* [EMAIL PROTECTED] wrote: ** Yes, but they don't tell you which authorized dealership you can go to, and you don't have to ask their permission to change which one you use. … Daniel -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Mayfield, Andy L. *Sent:* September 18, 2007 12:37 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Support I've been very lucky in that I've only needed to use the support a couple of times, so I cant really speak about the support issues. I will have to say that IMO their methods are in no way out of line with the principles of capitalism. You cant take your new Ford to the local Chevy dealer for warranty work can you? *Andy L. Mayfield* *Sr. System Operation Specialist* *Alabama Power Company* *Office: 8-226-1805* __ __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 Support
Remember, we don't buy software from BMC or other major vendors, we buy licenses to USE the software, under conditions specified by the seller in the EULA. So while you can keep the SW once you stop paying for licenses, if you can't use it, what's the difference between having it and not having it? Rick On 9/19/07, Susan Palmer [EMAIL PROTECTED] wrote: ** Andy, But is it their property? There's not a point when I have to give it back, it's not leased. I really feel I'm buying the product when I initially buy the licenses. I pay for the licenses and then I pay for the support separately. I don't see why they have the right to dictate (i.e. dictatorship). Should I be using the term free enterprise as opposed to capitalism? I should be free to find the support enterprise that best suits my company's needs. If I buy a car at one dealership, I can go to another dealership to get service (support). The dealerships have different ownership but they both are authorized sellers (or partners) of the mother company. They don't own my car. They may not want to loose the service but then they should have to compete for those also by providing the best service. Susan On 9/19/07, Mayfield, Andy L. [EMAIL PROTECTED] wrote: ** The point was that they have the right (as it is their licensed product) to dictate where you get your support. I'm not saying that I like it, or that it's even a good business practice. I'm just saying it's totally inline with capitalism. Now if the government said you MUST use BMC that would be different. Bottom-line is that it's ultimately their property and they have that right. *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 *Susan Palmer *Sent:* Tuesday, September 18, 2007 1:41 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Support ** Yeaa On 9/18/07, *arslist* [EMAIL PROTECTED] wrote: ** Yes, but they don't tell you which authorized dealership you can go to, and you don't have to ask their permission to change which one you use. … Daniel -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Mayfield, Andy L. *Sent:* September 18, 2007 12:37 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Support I've been very lucky in that I've only needed to use the support a couple of times, so I cant really speak about the support issues. I will have to say that IMO their methods are in no way out of line with the principles of capitalism. You cant take your new Ford to the local Chevy dealer for warranty work can you? *Andy L. Mayfield* *Sr. System Operation Specialist* *Alabama Power Company* *Office: 8-226-1805* ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
Exactly, we are all free not to use BMC, but the absolutely have the right to dictate how we do if we choose to do so. Free market is not a good example either. You are in fact free not to use the product and to choose another. 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 Rick Cook Sent: Wednesday, September 19, 2007 5:27 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Remember, we don't buy software from BMC or other major vendors, we buy licenses to USE the software, under conditions specified by the seller in the EULA. So while you can keep the SW once you stop paying for licenses, if you can't use it, what's the difference between having it and not having it? Rick On 9/19/07, Susan Palmer [EMAIL PROTECTED] wrote: ** Andy, But is it their property? There's not a point when I have to give it back, it's not leased. I really feel I'm buying the product when I initially buy the licenses. I pay for the licenses and then I pay for the support separately. I don't see why they have the right to dictate (i.e. dictatorship). Should I be using the term free enterprise as opposed to capitalism? I should be free to find the support enterprise that best suits my company's needs. If I buy a car at one dealership, I can go to another dealership to get service (support). The dealerships have different ownership but they both are authorized sellers (or partners) of the mother company. They don't own my car. They may not want to loose the service but then they should have to compete for those also by providing the best service. Susan On 9/19/07, Mayfield, Andy L. [EMAIL PROTECTED] wrote: ** The point was that they have the right (as it is their licensed product) to dictate where you get your support. I'm not saying that I like it, or that it's even a good business practice. I'm just saying it's totally inline with capitalism. Now if the government said you MUST use BMC that would be different. Bottom-line is that it's ultimately their property and they have that right. 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 Susan Palmer Sent: Tuesday, September 18, 2007 1:41 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Yeaa On 9/18/07, arslist [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: ** Yes, but they don't tell you which authorized dealership you can go to, and you don't have to ask their permission to change which one you use. ... Daniel From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: September 18, 2007 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support I've been very lucky in that I've only needed to use the support a couple of times, so I cant really speak about the support issues. I will have to say that IMO their methods are in no way out of line with the principles of capitalism. You cant take your new Ford to the local Chevy dealer for warranty work can you? Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 8-226-1805 __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 Support
IMHO, we need to separate the product (the software) and the (customer) data. What matters here is where/who has access to the customer data. The product itself does not matter that much, or at least not as much as the data. The software writer owns the product (the software), but they don't own the data, so yes it is a problem. The customer data, besides actual records in databases, also includes IP addresses, server names, configuration settings, etc, etc Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Mayfield, Andy L. Sent: Wed 09/19/07 5:53 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support The point was that they have the right (as it is their licensed product) to dictate where you get your support. I'm not saying that I like it, or that it's even a good business practice. I'm just saying it's totally inline with capitalism. Now if the government said you MUST use BMC that would be different. Bottom-line is that it's ultimately their property and they have that right. 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 Susan Palmer Sent: Tuesday, September 18, 2007 1:41 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Yeaa On 9/18/07, arslist [EMAIL PROTECTED] wrote: ** Yes, but they don't tell you which authorized dealership you can go to, and you don't have to ask their permission to change which one you use. ... Daniel From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: September 18, 2007 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support I've been very lucky in that I've only needed to use the support a couple of times, so I cant really speak about the support issues. I will have to say that IMO their methods are in no way out of line with the principles of capitalism. You cant take your new Ford to the local Chevy dealer for warranty work can you? Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 8-226-1805 __ __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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
So okay , fine, do they have the right to dictate where you get support? yes. Does the way they do it make good business sense? Well, if their profit increases yes, if their market share increases, yes. if the latest Gartner Group report puts BMC Remedy almost out of the leaders quadrant and remarks on support and other similar complaints, well then, perhaps not. [yes they were still ahead of everyone else, but almost out of the visionary quadrant?] That being said, I still love the Remedy ARSystem, and even the ITSM suite does deliver functionality (perhaps not as cleanly or simply as it once did, perhaps with some really crappy coding) but it does it. To the End User. Which ain't the Developer, it is the person at the other end. The issue for us as developers is that the software suite that was once considered a framework to build on, BMC now wants to be defined as the end result. Ironic since ITIL is a framework that the ITSM suite supports which would imply flexibility. . Daniel _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: September 19, 2007 6:27 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Remember, we don't buy software from BMC or other major vendors, we buy licenses to USE the software, under conditions specified by the seller in the EULA. So while you can keep the SW once you stop paying for licenses, if you can't use it, what's the difference between having it and not having it? Rick On 9/19/07, Susan Palmer [EMAIL PROTECTED] wrote: ** Andy, But is it their property? There's not a point when I have to give it back, it's not leased. I really feel I'm buying the product when I initially buy the licenses. I pay for the licenses and then I pay for the support separately. I don't see why they have the right to dictate (i.e. dictatorship). Should I be using the term free enterprise as opposed to capitalism? I should be free to find the support enterprise that best suits my company's needs. If I buy a car at one dealership, I can go to another dealership to get service (support). The dealerships have different ownership but they both are authorized sellers (or partners) of the mother company. They don't own my car. They may not want to loose the service but then they should have to compete for those also by providing the best service. Susan ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
Problem with Indian accent/support? - That's just one concern; Most of our issues goes to L3 support, which I think the responsibility of the development team outside India. I do not think the core development is being done in Indian office, so right information may not be there!. Just nice English? - Big problem; Naïve misguiding instructions, repeated log file upload, long wait for months!! Looks like bmc itself wants to do the work which we are doing. Regards, Anthony From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Saturday, September 15, 2007 8:51 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Sounds like you and I are attempting to work with the same tech. I couldn't even get him to READ the original results file I sent him that showed that some permissions weren't being migrated. Instead, he asked me to delete my cached files - during the week I was doing migrations to other servers. Like I had an extra 2 hours per server to rebuild them. I almost look forward to issues with ITSM, because, despite the flaws in the product, the support experts are long-time Remedy support people like Steve Seitz and Jesse Richardson, who speak perfect English and are available during OUR working hours. They understand the product, the problem, and how to resolve it quickly, AND they respect the fact that I'm not a newbie who needs to have his time wasted being told how to log in - we can cut right to the chase. Pity that BMC doesn't seem to see the same value in that combination of skills that their customers do. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Veronica Soriano Sent: Friday, September 14, 2007 7:57 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** My experience recently with Support of Migrator is going in the same direction as Warrens. I've answered the same questions over and over again. I've been sent in directions to resolve the issue with solutions for a version of AR Server that is not installed and won't be installed. The issue is being handled in India and I only have access to the tech at around 7 and 9am. I called tech support asking to speak with someone else and they said the next available rep would call me back... I get a call from the tech support person that has been working my problem all along the next day. Again, he asked the same questions and then emailed for me to send the same information I have sent over and over. So in response that this 'wasn't true'... my experience proves it is. Veronica Soriano [EMAIL PROTECTED] Date: Fri, 14 Sep 2007 16:53:41 -0400 From: [EMAIL PROTECTED] Subject: Re: BMC Support To: arslist@ARSLIST.ORG ** I have been in touch with an individual (not Doug) at BMC/Remedy concerning this thread. He called me two or three months ago concerning issues I was seeing in general. I sent him an email about the statement that was in Warren's email. I immediately got a call. I think my finger had barely come of the mouse button. He said that it wasn't true. BMC/Remedy support is making changes to address many of these concerns. I forwarded Warren's email to him along with the slew that came in over the last few minutes. I also suggested that BMC/Remedy make some kind of statement concerning support, escalation processes, etc to help us understand our rights. Dave From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Friday, September 14, 2007 4:42 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Hi Warren, The Fast Track support is now an utter farce. We used to have Remedy's Express Support where we were contacted in 4 hours or less, usually far less. Now there are different tears of Fast-Track I am not sure but I think its like this... Low priority tear... whenever or 12 hours whichever comes last. Then the Medium tears 8 - 12 hours, then the High tears... 4-8 hours, and finally critical tears 4 hours or less. All of which has us shedding tears for the former service excellence we once experienced. When we looked at ITSM7 and ESS the point our BMC rep pushed was that we could count on their support. That may have been true in the past but now well when we had some troubles recently and could no longer wait on our fast-track support Bouyant's people stepped up to the plate as a courtesy. Good thing they couldn't be relied on like BMC to make us wait for an email. They just conference called and got to the root of the matter. Gidd you're a model of inefficiency lol. Lately under Jorge Batista they are making an effort, but the blame I believe falls higher up for this new Fast Track policy. Its awful business and awfully bad
Re: BMC Support
Anthony, I'm pretty sure that there's plenty of development work being done in India. Wasn't EIE was built there? Or maybe it's just supported there? Part of this thread was about how many open positions are available in India. I'm assuming that they're not all for support positions. It would be pretty easy to turn this thread into one about what I consider to be the H1-B visa scam, but I won't do that. :-) Drew On Tue, 18 Sep 2007, Anthony K R wrote: Problem with Indian accent/support? - That's just one concern; Most of our issues goes to L3 support, which I think the responsibility of the development team outside India. I do not think the core development is being done in Indian office, so right information may not be there!. Just nice English? - Big problem; Na?ve misguiding instructions, repeated log file upload, long wait for months!! Looks like bmc itself wants to do the work which we are doing. Regards, Anthony From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Saturday, September 15, 2007 8:51 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Sounds like you and I are attempting to work with the same tech. I couldn't even get him to READ the original results file I sent him that showed that some permissions weren't being migrated. Instead, he asked me to delete my cached files - during the week I was doing migrations to other servers. Like I had an extra 2 hours per server to rebuild them. I almost look forward to issues with ITSM, because, despite the flaws in the product, the support experts are long-time Remedy support people like Steve Seitz and Jesse Richardson, who speak perfect English and are available during OUR working hours. They understand the product, the problem, and how to resolve it quickly, AND they respect the fact that I'm not a newbie who needs to have his time wasted being told how to log in - we can cut right to the chase. Pity that BMC doesn't seem to see the same value in that combination of skills that their customers do. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Veronica Soriano Sent: Friday, September 14, 2007 7:57 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** My experience recently with Support of Migrator is going in the same direction as Warrens. I've answered the same questions over and over again. I've been sent in directions to resolve the issue with solutions for a version of AR Server that is not installed and won't be installed. The issue is being handled in India and I only have access to the tech at around 7 and 9am. I called tech support asking to speak with someone else and they said the next available rep would call me back... I get a call from the tech support person that has been working my problem all along the next day. Again, he asked the same questions and then emailed for me to send the same information I have sent over and over. So in response that this 'wasn't true'... my experience proves it is. Veronica Soriano [EMAIL PROTECTED] Date: Fri, 14 Sep 2007 16:53:41 -0400 From: [EMAIL PROTECTED] Subject: Re: BMC Support To: arslist@ARSLIST.ORG ** I have been in touch with an individual (not Doug) at BMC/Remedy concerning this thread. He called me two or three months ago concerning issues I was seeing in general. I sent him an email about the statement that was in Warren's email. I immediately got a call. I think my finger had barely come of the mouse button. He said that it wasn't true. BMC/Remedy support is making changes to address many of these concerns. I forwarded Warren's email to him along with the slew that came in over the last few minutes. I also suggested that BMC/Remedy make some kind of statement concerning support, escalation processes, etc to help us understand our rights. Dave From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Friday, September 14, 2007 4:42 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Hi Warren, The Fast Track support is now an utter farce. We used to have Remedy's Express Support where we were contacted in 4 hours or less, usually far less. Now there are different tears of Fast-Track I am not sure but I think its like this... Low priority tear... whenever or 12 hours whichever comes last. Then the Medium tears 8 - 12 hours, then the High tears... 4-8 hours, and finally critical tears 4 hours or less. All of which has us shedding tears for the former service excellence we once experienced. When we looked at ITSM7 and ESS the point our BMC rep pushed was that we could count on their support. That may have been true in the past but now well when we had some troubles recently and could
Re: BMC Support
I've been very lucky in that I've only needed to use the support a couple of times, so I cant really speak about the support issues. I will have to say that IMO their methods are in no way out of line with the principles of capitalism. You cant take your new Ford to the local Chevy dealer for warranty work can you? 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 [EMAIL PROTECTED] Sent: Monday, September 17, 2007 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Actually Susan, if you stop using their products all together you can once again participate in the capitalist system. BTW... what are BMC's consequences for failing to meet the service levels of our support contracts? Best Regards, Tom - Original Message - From: Susan Palmer Date: Friday, September 14, 2007 8:09 pm Subject: Re: BMC Support To: arslist@ARSLIST.ORG And Tom ... when you make the point that they are pushing customers to find a partner for support ... you have to remember the partner has to HAVE BMC PERMISSION to do their job for them. You cannot just change who you get support from without BMC PERMISSION. I find it totally against all capitalism principles that you have to have BMC PERMISSION to buy support from the company that best suits your needs. Especially since the company is one of their partners! I always thought you have the opportunity to buy the product/service that will work best for you. I didn't think that we were doing business with a dictatorship. And if BMC is worried they will loose too much support service maybe that is an alternative direction they should consider seriously. If you don't really want to do the job then let your partners do it and you concentrate on good development and productrelease processes. Please I want my email engine to just keep running and not stopping for no reason. Could you work on that? And that is just one simple request, not earth shattering. Susan On 9/14/07, [EMAIL PROTECTED] wrote: ** Hi Warren, The Fast Track support is now an utter farce. We used to have Remedy's Express Support where we were contacted in 4 hours or less, usually far less. Now there are different tears of Fast-Track I am not sure but I think its like this... Low priority tear... whenever or 12 hours whichever comes last. Then the Medium tears 8 - 12 hours, then the High tears... 4-8 hours, and finally critical tears 4 hours or less. All of which has us shedding tears for the former service excellence we once experienced. When we looked at ITSM7 and ESS the point our BMC rep pushed was that we could count on their support. That may have been true in the past but now well when we had some troubles recently and could no longer wait on our fast-track support Bouyant's people stepped up to the plate as a courtesy. Good thing they couldn't be relied on like BMC to make us wait for an email. They just conference called and got to the root of the matter. Gidd you're a model of inefficiency lol. Lately under Jorge Batista they are making an effort, but the blame I believe falls higher up for this new Fast Track policy. Its awful business and awfully bad for the customer. Its not pushing customers to find a channel partner for support, but rather a new application entirely. They need wise up soon. Best Regards, Tom Altamore - Original Message - From: Warren Baltimore Date: Friday, September 14, 2007 3:10 pm Subject: Re: BMC Support To: arslist@ARSLIST.ORG Ron, That sounds eerily familar! I know that I'll be bringing this up at UserWorld. I hope others do as well BMC is doing a pretty good job of draining Remedy dry Really building up the good will guys! Way to go! Warren On 9/14/07, Smith, Ron wrote: ** Warren, I feel your pain. I had an issue with setting up the Email Engine for Incoming emails. It would just stop for no apparent reason. I was using the MAPI protocol and Outlook 2000 as the mail client on the server. I was told that all of the engineers for Email Engine were in India. When it was email communication, it was in broken English. I escalated this through my account rep to get someone to talk with on the phone. Not much better with the accent, plus they only wanted to work with me at 7AM Pacific time. That is the time I get to work, and like most people, you have some things to get through just to start your day. I sent log file after log file. Still no answer to my problem. I suspected that I needed to upgrade the email client to Outlook 2003, but no one could ever give me a confirmation
Re: BMC Support
Yes, but they don't tell you which authorized dealership you can go to, and you don't have to ask their permission to change which one you use. . Daniel _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: September 18, 2007 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support I've been very lucky in that I've only needed to use the support a couple of times, so I cant really speak about the support issues. I will have to say that IMO their methods are in no way out of line with the principles of capitalism. You cant take your new Ford to the local Chevy dealer for warranty work can you? Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 8-226-1805 __ __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 Support
Yeaa On 9/18/07, arslist [EMAIL PROTECTED] wrote: ** Yes, but they don't tell you which authorized dealership you can go to, and you don't have to ask their permission to change which one you use. … Daniel -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Mayfield, Andy L. *Sent:* September 18, 2007 12:37 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Support I've been very lucky in that I've only needed to use the support a couple of times, so I cant really speak about the support issues. I will have to say that IMO their methods are in no way out of line with the principles of capitalism. You cant take your new Ford to the local Chevy dealer for warranty work can you? *Andy L. Mayfield* *Sr. System Operation Specialist* *Alabama Power Company* *Office: 8-226-1805* __ __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 Support
Third Party vendors are always an option, but don't end up in the double hell that I am in. Our support is with a company in Austria, now picture in your mind a conference call with yourself, Austria, and India. My head exploded, emails are no better, I get a lot of responses in Austrian German, that is quite frustrating. Not here to rant about my unsolvable issue with support. I do remember a thread a month or so back where folks were touting their favorite Third Party vendor, and I know some of them have fairly decent support, at least some employ support reps who have experience. Now on the other hand several US vendors do just suck, so buyer-be-ware. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
It's not as easy as Third Party vendors are always an option. BMC needs to give you permission to use one of their own partners !! Susan On 9/18/07, Gary Dries [EMAIL PROTECTED] wrote: ** Third Party vendors are always an option, but don't end up in the double hell that I am in. Our support is with a company in Austria, now picture in your mind a conference call with yourself, Austria, and India. My head exploded, emails are no better, I get a lot of responses in Austrian German, that is quite frustrating. Not here to rant about my unsolvable issue with support. I do remember a thread a month or so back where folks were touting their favorite Third Party vendor, and I know some of them have fairly decent support, at least some employ support reps who have experience. Now on the other hand several US vendors do just suck, so buyer-be-ware. __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 Support
And then they charge the partner a transfer fee, which the partner must either absorb or pass on to you. Larry On Sep 18, 2007, at 5:25 PM, Susan Palmer wrote: ** It's not as easy as Third Party vendors are always an option. BMC needs to give you permission to use one of their own partners !! Susan On 9/18/07, Gary Dries [EMAIL PROTECTED] wrote: ** Third Party vendors are always an option, but don't end up in the double hell that I am in. Our support is with a company in Austria, now picture in your mind a conference call with yourself, Austria, and India. My head exploded, emails are no better, I get a lot of responses in Austrian German, that is quite frustrating. Not here to rant about my unsolvable issue with support. I do remember a thread a month or so back where folks were touting their favorite Third Party vendor, and I know some of them have fairly decent support, at least some employ support reps who have experience. Now on the other hand several US vendors do just suck, so buyer-be-ware. Larry Robinson [EMAIL PROTECTED] Information Technology Division NC State University 919-515-5432 Voice Raleigh, NC 27695-7109 919-513-1893 FAX ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
I have already put my two cents in on this one concerning the quality of support that we have received and have been watching this thread with interest. The one thing I haven't seen mentioned is any of the U.S. Federal customers concerns. I know that my federal customer is EXTREMELY concerned with our support being provided by non-us support personnel, too the point where they have been talking about looking for a U.S. only solution. All concerns on this issue raised to our BMC Federal Sales staff have been met with silence. I for one would be interested to know if there are other federal customers out there that share my customers concerns. Dave Moody friends. Drama queens. Your life? Nope! - their life, your story. Play Sims Stories at Yahoo! Games. http://sims.yahoo.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
Dave, I believe there is a helpdesk for that type of customer. I called it once. Drew -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of [EMAIL PROTECTED] Sent: Tuesday, September 18, 2007 9:11 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** I have already put my two cents in on this one concerning the quality of support that we have received and have been watching this thread with interest. The one thing I haven't seen mentioned is any of the U.S. Federal customers concerns. I know that my federal customer is EXTREMELY concerned with our support being provided by non-us support personnel, too the point where they have been talking about looking for a U.S. only solution. All concerns on this issue raised to our BMC Federal Sales staff have been met with silence. I for one would be interested to know if there are other federal customers out there that share my customers concerns. Dave -- Catch up on fall's hot new shows on Yahoo! TV. Watch previews, get listings, and more! __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 Support
Actually Susan, if you stop using their products all together you can once again participate in the capitalist system. BTW... what are BMC's consequences for failing to meet the service levels of our support contracts? Best Regards, Tom - Original Message - From: Susan Palmer Date: Friday, September 14, 2007 8:09 pm Subject: Re: BMC Support To: arslist@ARSLIST.ORG And Tom ... when you make the point that they are pushing customers to find a partner for support ... you have to remember the partner has to HAVE BMC PERMISSION to do their job for them. You cannot just change who you get support from without BMC PERMISSION. I find it totally against all capitalism principles that you have to have BMC PERMISSION to buy support from the company that best suits your needs. Especially since the company is one of their partners! I always thought you have the opportunity to buy the product/service that will work best for you. I didn't think that we were doing business with a dictatorship. And if BMC is worried they will loose too much support service maybe that is an alternative direction they should consider seriously. If you don't really want to do the job then let your partners do it and you concentrate on good development and productrelease processes. Please I want my email engine to just keep running and not stopping for no reason. Could you work on that? And that is just one simple request, not earth shattering. Susan On 9/14/07, [EMAIL PROTECTED] wrote: ** Hi Warren, The Fast Track support is now an utter farce. We used to have Remedy's Express Support where we were contacted in 4 hours or less, usually far less. Now there are different tears of Fast-Track I am not sure but I think its like this... Low priority tear... whenever or 12 hours whichever comes last. Then the Medium tears 8 - 12 hours, then the High tears... 4-8 hours, and finally critical tears 4 hours or less. All of which has us shedding tears for the former service excellence we once experienced. When we looked at ITSM7 and ESS the point our BMC rep pushed was that we could count on their support. That may have been true in the past but now well when we had some troubles recently and could no longer wait on our fast-track support Bouyant's people stepped up to the plate as a courtesy. Good thing they couldn't be relied on like BMC to make us wait for an email. They just conference called and got to the root of the matter. Gidd you're a model of inefficiency lol. Lately under Jorge Batista they are making an effort, but the blame I believe falls higher up for this new Fast Track policy. Its awful business and awfully bad for the customer. Its not pushing customers to find a channel partner for support, but rather a new application entirely. They need wise up soon. Best Regards, Tom Altamore - Original Message - From: Warren Baltimore Date: Friday, September 14, 2007 3:10 pm Subject: Re: BMC Support To: arslist@ARSLIST.ORG Ron, That sounds eerily familar! I know that I'll be bringing this up at UserWorld. I hope others do as well BMC is doing a pretty good job of draining Remedy dry Really building up the good will guys! Way to go! Warren On 9/14/07, Smith, Ron wrote: ** Warren, I feel your pain. I had an issue with setting up the Email Engine for Incoming emails. It would just stop for no apparent reason. I was using the MAPI protocol and Outlook 2000 as the mail client on the server. I was told that all of the engineers for Email Engine were in India. When it was email communication, it was in broken English. I escalated this through my account rep to get someone to talk with on the phone. Not much better with the accent, plus they only wanted to work with me at 7AM Pacific time. That is the time I get to work, and like most people, you have some things to get through just to start your day. I sent log file after log file. Still no answer to my problem. I suspected that I needed to upgrade the email client to Outlook 2003, but no one could ever give me a confirmation. The interaction went on for about 3 months. I kept firing off escalation emails to my account rep, and she kept escalating on their end. Needless to say, on recommendation from my Email Administrator, I upgraded to Outlook 2003 and the problem magically went away. Imagine that, solved my own problem after 3 months of misery with support. So I am just a little unhappy with the current state of support. Also, has anyone else noticed that if you call the support line, you do not get the option to go to the area you are having a problem with, but you get a dispatch tech that takes the information
Re: BMC Support
Tom, There are no consequences as far as I know. Their (Remedy's) offered service levels have more to do with what you pay for (when/if they will answer the phone/email) than when/if they will resolve your issue. So the Service Contract has more to do with the Service that they will provide, than a Service Level Agreement with the customer. However, I can not comment on the rest of the BMC products. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/17/07, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: ** Actually Susan, if you stop using their products all together you can once again participate in the capitalist system. BTW... what are BMC's consequences for failing to meet the service levels of our support contracts? Best Regards, Tom ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
Sounds like you and I are attempting to work with the same tech. I couldn't even get him to READ the original results file I sent him that showed that some permissions weren't being migrated. Instead, he asked me to delete my cached files - during the week I was doing migrations to other servers. Like I had an extra 2 hours per server to rebuild them. I almost look forward to issues with ITSM, because, despite the flaws in the product, the support experts are long-time Remedy support people like Steve Seitz and Jesse Richardson, who speak perfect English and are available during OUR working hours. They understand the product, the problem, and how to resolve it quickly, AND they respect the fact that I'm not a newbie who needs to have his time wasted being told how to log in - we can cut right to the chase. Pity that BMC doesn't seem to see the same value in that combination of skills that their customers do. Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Veronica Soriano Sent: Friday, September 14, 2007 7:57 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** My experience recently with Support of Migrator is going in the same direction as Warrens. I've answered the same questions over and over again. I've been sent in directions to resolve the issue with solutions for a version of AR Server that is not installed and won't be installed. The issue is being handled in India and I only have access to the tech at around 7 and 9am. I called tech support asking to speak with someone else and they said the next available rep would call me back... I get a call from the tech support person that has been working my problem all along the next day. Again, he asked the same questions and then emailed for me to send the same information I have sent over and over. So in response that this 'wasn't true'... my experience proves it is. Veronica Soriano [EMAIL PROTECTED] _ Date: Fri, 14 Sep 2007 16:53:41 -0400 From: [EMAIL PROTECTED] Subject: Re: BMC Support To: arslist@ARSLIST.ORG ** I have been in touch with an individual (not Doug) at BMC/Remedy concerning this thread. He called me two or three months ago concerning issues I was seeing in general. I sent him an email about the statement that was in Warren's email. I immediately got a call. I think my finger had barely come of the mouse button. He said that it wasn't true. BMC/Remedy support is making changes to address many of these concerns. I forwarded Warren's email to him along with the slew that came in over the last few minutes. I also suggested that BMC/Remedy make some kind of statement concerning support, escalation processes, etc to help us understand our rights. Dave _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Friday, September 14, 2007 4:42 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Hi Warren, The Fast Track support is now an utter farce. We used to have Remedy's Express Support where we were contacted in 4 hours or less, usually far less. Now there are different tears of Fast-Track I am not sure but I think its like this... Low priority tear... whenever or 12 hours whichever comes last. Then the Medium tears 8 - 12 hours, then the High tears... 4-8 hours, and finally critical tears 4 hours or less. All of which has us shedding tears for the former service excellence we once experienced. When we looked at ITSM7 and ESS the point our BMC rep pushed was that we could count on their support. That may have been true in the past but now well when we had some troubles recently and could no longer wait on our fast-track support Bouyant's people stepped up to the plate as a courtesy. Good thing they couldn't be relied on like BMC to make us wait for an email. They just conference called and got to the root of the matter. Gidd you're a model of inefficiency lol. Lately under Jorge Batista they are making an effort, but the blame I believe falls higher up for this new Fast Track policy. Its awful business and awfully bad for the customer. Its not pushing customers to find a channel partner for support, but rather a new application entirely. They need wise up soon. Best Regards, Tom Altamore - Original Message - From: Warren Baltimore Date: Friday, September 14, 2007 3:10 pm Subject: Re: BMC Support To: arslist@ARSLIST.ORG Ron, That sounds eerily familar! I know that I'll be bringing this up at UserWorld. I hope others do as well BMC is doing a pretty good job of draining Remedy dry Really building up the good will guys! Way to go! Warren On 9/14/07, Smith, Ron wrote: ** Warren, I feel your pain. I had an issue with setting up the Email Engine for Incoming emails. It would just stop for no apparent reason. I was using the MAPI protocol and Outlook 2000 as the mail client
Re: BMC Support
Who said there are even American Excecutives.. I think they are TURNCOATS !! On 9/14/07, Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] wrote: BMC seems to be trying to save money by replacing the people who know the product with people they can train on the cheap. A classic example of penny wise and pound foolish, IMO. I am going to risk sounding a tad prejudiced by saying this, but I'm going to say it anyway. When will American companies realize that their customers do not want to be helped by somebody in India?! I have spoken to literally hundreds of people on the subject and no one--not one--person has told me they like the idea. Where did this, Let's ship our customer support to India thing come from, anyway? (That's a rhetorical question). Was there some ultra secret dark meeting where all the US executives got together and formulated this conspiracy? If we ALL do it, the customers can't complain! Customers will just come to accept it as 'the way it is.' And we can get away with paying support agents 50 cents an hour! Yee ha! I really like when they try to fool you by telling you they're in Atlanta and their name is Bob or Dave. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
By the way.. look at BMC's Employment Page.. note the 181 jobs available in India.. and very little in the USA. 12? Better get use to the worst support ever... On 9/15/07, patrick zandi [EMAIL PROTECTED] wrote: Who said there are even American Excecutives.. I think they are TURNCOATS !! On 9/14/07, Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] wrote: BMC seems to be trying to save money by replacing the people who know the product with people they can train on the cheap. A classic example of penny wise and pound foolish, IMO. I am going to risk sounding a tad prejudiced by saying this, but I'm going to say it anyway. When will American companies realize that their customers do not want to be helped by somebody in India?! I have spoken to literally hundreds of people on the subject and no one--not one--person has told me they like the idea. Where did this, Let's ship our customer support to India thing come from, anyway? (That's a rhetorical question). Was there some ultra secret dark meeting where all the US executives got together and formulated this conspiracy? If we ALL do it, the customers can't complain! Customers will just come to accept it as 'the way it is.' And we can get away with paying support agents 50 cents an hour! Yee ha! I really like when they try to fool you by telling you they're in Atlanta and their name is Bob or Dave. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- Patrick Zandi -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
Warren, For the most part it's not been an issue. We have gotten a couple lately that have been tough. We worked through it though. There have been other times though that even when the tech was a US person we had to escalate the issue through the sales rep as all we were doing was going in circles. Dave From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore Sent: Friday, September 14, 2007 3:11 PM To: arslist@ARSLIST.ORG Subject: BMC Support ** Question to my fellow Fasttrack support people. How would you rate the current service that you are getting from BMC? Has anybody had trouble getting to a US technician when you have a problem understanding the overseas tech? -- 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 Support
Warren, I feel your pain. I had an issue with setting up the Email Engine for Incoming emails. It would just stop for no apparent reason. I was using the MAPI protocol and Outlook 2000 as the mail client on the server. I was told that all of the engineers for Email Engine were in India. When it was email communication, it was in broken English. I escalated this through my account rep to get someone to talk with on the phone. Not much better with the accent, plus they only wanted to work with me at 7AM Pacific time. That is the time I get to work, and like most people, you have some things to get through just to start your day. I sent log file after log file. Still no answer to my problem. I suspected that I needed to upgrade the email client to Outlook 2003, but no one could ever give me a confirmation. The interaction went on for about 3 months. I kept firing off escalation emails to my account rep, and she kept escalating on their end. Needless to say, on recommendation from my Email Administrator, I upgraded to Outlook 2003 and the problem magically went away. Imagine that, solved my own problem after 3 months of misery with support. So I am just a little unhappy with the current state of support. Also, has anyone else noticed that if you call the support line, you do not get the option to go to the area you are having a problem with, but you get a dispatch tech that takes the information and sends it on to Tier 1 support. Then the first response is an email. A problem that can be resolved in about 20 - 30 minutes now takes going on 4 days with only email exchanges. For what we pay, I don't feel very supported. Maybe they are listening. Ron Smith Remedy/Web Developer Providence Health System OR [EMAIL PROTECTED] 503-216-7866 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore Sent: Friday, September 14, 2007 12:11 PM To: arslist@ARSLIST.ORG Subject: BMC Support ** Question to my fellow Fasttrack support people. How would you rate the current service that you are getting from BMC? Has anybody had trouble getting to a US technician when you have a problem understanding the overseas tech? -- 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___ DISCLAIMER: This message is intended for the sole use of the addressee, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the addressee you are hereby notified that you may not use, copy, disclose, or distribute to anyone the message or any information contained in the message. If you have received this message in error, please immediately advise the sender by reply email and delete this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
I, too, am feeling your pain. I have opened two issues in the past 2 weeks where the initial responses were beyond silly, they showed a lack of an attempt to even read what I had submitted. I am quite accustomed to listening to the cadence and accent of Indian people speaking English, but still could not understand them well enough over the phone to decipher what they were trying to tell me. Email was somewhat better, but SLAs are being violated all over the place and the responses I get are so unhelpful as to be insulting (like telling me how to log in when reporting that the UT is crashing). Neither of those issues has even had a substantive response back to me. I doubt that escalating would do anything but trade one headache for another. BMC seems to be trying to save money by replacing the people who know the product with people they can train on the cheap. A classic example of penny wise and pound foolish, IMO. Houston, you ARE the problem... Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Smith, Ron Sent: Friday, September 14, 2007 12:24 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Warren, I feel your pain. I had an issue with setting up the Email Engine for Incoming emails. It would just stop for no apparent reason. I was using the MAPI protocol and Outlook 2000 as the mail client on the server. I was told that all of the engineers for Email Engine were in India. When it was email communication, it was in broken English. I escalated this through my account rep to get someone to talk with on the phone. Not much better with the accent, plus they only wanted to work with me at 7AM Pacific time. That is the time I get to work, and like most people, you have some things to get through just to start your day. I sent log file after log file. Still no answer to my problem. I suspected that I needed to upgrade the email client to Outlook 2003, but no one could ever give me a confirmation. The interaction went on for about 3 months. I kept firing off escalation emails to my account rep, and she kept escalating on their end. Needless to say, on recommendation from my Email Administrator, I upgraded to Outlook 2003 and the problem magically went away. Imagine that, solved my own problem after 3 months of misery with support. So I am just a little unhappy with the current state of support. Also, has anyone else noticed that if you call the support line, you do not get the option to go to the area you are having a problem with, but you get a dispatch tech that takes the information and sends it on to Tier 1 support. Then the first response is an email. A problem that can be resolved in about 20 - 30 minutes now takes going on 4 days with only email exchanges. For what we pay, I don't feel very supported. Maybe they are listening. Ron Smith Remedy/Web Developer Providence Health System OR [EMAIL PROTECTED] 503-216-7866 _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore Sent: Friday, September 14, 2007 12:11 PM To: arslist@ARSLIST.ORG Subject: BMC Support ** Question to my fellow Fasttrack support people. How would you rate the current service that you are getting from BMC? Has anybody had trouble getting to a US technician when you have a problem understanding the overseas tech? -- 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___ DISCLAIMER: This message is intended for the sole use of the addressee, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the addressee you are hereby notified that you may not use, copy, disclose, or distribute to anyone the message or any information contained in the message. If you have received this message in error, please immediately advise the sender by reply email and delete this message. __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 Support
Warren, I don't have a lot of trouble getting U.S. support people assigned to my tickets, but the problem I do have is that there are too few of them. Whenever I have ITSM errors it gets assigned to the same few people. I would not be surprised if there are only four people supporting ITSM 7 at this time. The folks I do get are good, but they are so overworked it takes a while to be able to sync up with them. When it comes to AR Server and Client problems, I often do get people with Indian accents that sometimes are good. Unfortunately, I think most of them work off of a script and are unable to deviate from that script, resulting in duplication of a lot of work and annoyances. The biggest problem with BMC support is that they have shifted from being an organization out there to help you to an organization designed to close tickets. In most cases it seems like the goal is to annoy you with tedious stuff and explaining your problem multiple times to different people in the hopes that you just give up. There is one guy I've had to deal with recently on a user tool problem that has asked for the same log files multiple times after I have sent them. It's not like the log files will provide different results from week to week if they don't do anything to fix the actual problem. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore Sent: Friday, September 14, 2007 2:11 PM To: arslist@ARSLIST.ORG Subject: BMC Support ** Question to my fellow Fasttrack support people. How would you rate the current service that you are getting from BMC? Has anybody had trouble getting to a US technician when you have a problem understanding the overseas tech? -- 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___ Private and confidential as detailed a href=http://www.sug.com/disclaimers/default.htm#Mail;here/a. If you cannot access hyperlink, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
