Re: No support?
I did manage to get through to someone. They transferred me to a corporate help desk... apparently in India. The nice gentleman there was puzzled by how I got to him (You must have dialed the wrong number...) and seemed irritated that I was not a BMC employee and was asking for support. He then nicely told me he couldn't help me because I wasn't a BMC employee Sigh From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stanley Feinstein Sent: Tuesday, May 26, 2015 2:07 PM To: arslist@ARSLIST.ORG Subject: Re: No support? ** LOL. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us Sent: Tuesday, May 26, 2015 11:06 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: No support? ** Bummer. Hopefully they have a DR plan in place From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stanley Feinstein Sent: Tuesday, May 26, 2015 2:05 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: No support? ** Yes. Evidently a huge storm and over a few days. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us Sent: Tuesday, May 26, 2015 10:54 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: No support? ** I just tried calling BMC support - apparently they have new numbers? After being on hold a pleasant young lady said that the storm last night in Houston messed up all the phone lines and she wasn't sure when they would be back up. Was there a storm in Houston or ?? Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. No virus found in this message. Checked by AVG - www.avg.comhttp://www.avg.com Version: 2015.0.5941 / Virus Database: 4354/9873 - Release Date: 05/26/15 _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. No virus found in this message. Checked by AVG - www.avg.comhttp://www.avg.com Version: 2015.0.5941 / Virus Database: 4354/9873 - Release Date: 05/26/15 _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: No support?
Bummer. Hopefully they have a DR plan in place From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stanley Feinstein Sent: Tuesday, May 26, 2015 2:05 PM To: arslist@ARSLIST.ORG Subject: Re: No support? ** Yes. Evidently a huge storm and over a few days. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us Sent: Tuesday, May 26, 2015 10:54 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: No support? ** I just tried calling BMC support - apparently they have new numbers? After being on hold a pleasant young lady said that the storm last night in Houston messed up all the phone lines and she wasn't sure when they would be back up. Was there a storm in Houston or ?? Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. No virus found in this message. Checked by AVG - www.avg.comhttp://www.avg.com Version: 2015.0.5941 / Virus Database: 4354/9873 - Release Date: 05/26/15 _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: No support?
Yes. Evidently a huge storm and over a few days. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us Sent: Tuesday, May 26, 2015 10:54 AM To: arslist@ARSLIST.ORG Subject: No support? ** I just tried calling BMC support - apparently they have new numbers? After being on hold a pleasant young lady said that the storm last night in Houston messed up all the phone lines and she wasn't sure when they would be back up. Was there a storm in Houston or ?? Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. No virus found in this message. Checked by AVG - www.avg.com Version: 2015.0.5941 / Virus Database: 4354/9873 - Release Date: 05/26/15 _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: No support?
LOL. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us Sent: Tuesday, May 26, 2015 11:06 AM To: arslist@ARSLIST.ORG Subject: Re: No support? ** Bummer. Hopefully they have a DR plan in place.. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stanley Feinstein Sent: Tuesday, May 26, 2015 2:05 PM To: arslist@ARSLIST.ORG Subject: Re: No support? ** Yes. Evidently a huge storm and over a few days. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us Sent: Tuesday, May 26, 2015 10:54 AM To: arslist@ARSLIST.ORG Subject: No support? ** I just tried calling BMC support - apparently they have new numbers? After being on hold a pleasant young lady said that the storm last night in Houston messed up all the phone lines and she wasn't sure when they would be back up. Was there a storm in Houston or ?? Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. No virus found in this message. Checked by AVG - www.avg.com Version: 2015.0.5941 / Virus Database: 4354/9873 - Release Date: 05/26/15 _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. No virus found in this message. Checked by AVG - www.avg.com Version: 2015.0.5941 / Virus Database: 4354/9873 - Release Date: 05/26/15 _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: No support?
Yep, there were floods, power outages. There was also a tornado this weekend. At least a thousand cars and at least a thousand homes have been damaged. Claire -- you OK out there? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us Sent: Tuesday, May 26, 2015 12:54 PM To: arslist@ARSLIST.ORG Subject: No support? ** I just tried calling BMC support - apparently they have new numbers? After being on hold a pleasant young lady said that the storm last night in Houston messed up all the phone lines and she wasn't sure when they would be back up. Was there a storm in Houston or ?? Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _ARSlist: 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: No support?
Was there a storm in Houston? Oh Yeah! If you are on Facebook look up #HoustonFlood The city of Houston busses were not running the roads were so bad this morning. I am very fortunate. My home is on high ground with very good drainage around the area. My street flooded to the extent that the water was about 4 inches from coming in my garage. Lost a few tree limbs the other night when the tornado came through... other than that no damage here. Where BMC is located was flooded pretty badly last night. They have an offshoot of one of the bayous that runs alongside their building. I would not be surprised if it ran over the banks and flooded their garage and their basement area. That building is built very high up. They pretty much created a hill and built the building... but there are floors underground. They (we/ because I am very close to their building) had between 8 and 10 inches of rain last night! We have not had rain this bad since 1983. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle Sent: Tuesday, May 26, 2015 1:11 PM To: arslist@ARSLIST.ORG Subject: Potential Phishing - Re: No support? ** Yep, there were floods, power outages. There was also a tornado this weekend. At least a thousand cars and at least a thousand homes have been damaged. Claire -- you OK out there? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us Sent: Tuesday, May 26, 2015 12:54 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: No support? ** I just tried calling BMC support - apparently they have new numbers? After being on hold a pleasant young lady said that the storm last night in Houston messed up all the phone lines and she wasn't sure when they would be back up. Was there a storm in Houston or ?? Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _ARSlist: 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: No support?
Oh! Just about everyone in Houston was told not to go into work if it was at all possible... the less traffic on the roads the better. http://www.click2houston.com/news/viewer-photos-severe-weather-in-houston-area-on-memorial-day/33213104 From: Sanford, Claire Sent: Tuesday, May 26, 2015 1:17 PM To: 'arslist@ARSLIST.ORG' Subject: RE: No support? Was there a storm in Houston? Oh Yeah! If you are on Facebook look up #HoustonFlood The city of Houston busses were not running the roads were so bad this morning. I am very fortunate. My home is on high ground with very good drainage around the area. My street flooded to the extent that the water was about 4 inches from coming in my garage. Lost a few tree limbs the other night when the tornado came through... other than that no damage here. Where BMC is located was flooded pretty badly last night. They have an offshoot of one of the bayous that runs alongside their building. I would not be surprised if it ran over the banks and flooded their garage and their basement area. That building is built very high up. They pretty much created a hill and built the building... but there are floors underground. They (we/ because I am very close to their building) had between 8 and 10 inches of rain last night! We have not had rain this bad since 1983. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle Sent: Tuesday, May 26, 2015 1:11 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Potential Phishing - Re: No support? ** Yep, there were floods, power outages. There was also a tornado this weekend. At least a thousand cars and at least a thousand homes have been damaged. Claire -- you OK out there? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us Sent: Tuesday, May 26, 2015 12:54 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: No support? ** I just tried calling BMC support - apparently they have new numbers? After being on hold a pleasant young lady said that the storm last night in Houston messed up all the phone lines and she wasn't sure when they would be back up. Was there a storm in Houston or ?? Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _ARSlist: 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: No support?
Glad you are OK, Claire! Hope BMC can dry out and apply some (hopefully minor) lessons learned to their DRP. Rick On May 26, 2015 11:21 AM, Sanford, Claire claire.sanf...@memorialhermann.org wrote: ** Oh! Just about everyone in Houston was told not to go into work if it was at all possible… the less traffic on the roads the better. http://www.click2houston.com/news/viewer-photos-severe-weather-in-houston-area-on-memorial-day/33213104 *From:* Sanford, Claire *Sent:* Tuesday, May 26, 2015 1:17 PM *To:* 'arslist@ARSLIST.ORG' *Subject:* RE: No support? Was there a storm in Houston? Oh Yeah! If you are on Facebook look up #HoustonFlood The city of Houston busses were not running the roads were so bad this morning. I am very fortunate. My home is on high ground with very good drainage around the area. My street flooded to the extent that the water was about 4 inches from coming in my garage. Lost a few tree limbs the other night when the tornado came through… other than that no damage here. Where BMC is located was flooded pretty badly last night. They have an offshoot of one of the bayous that runs alongside their building. I would not be surprised if it ran over the banks and flooded their garage and their basement area. That building is built very high up. They pretty much created a hill and built the building… but there are floors underground. They (we/ because I am very close to their building) had between 8 and 10 inches of rain last night! We have not had rain this bad since 1983. *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Lucero, Michelle *Sent:* Tuesday, May 26, 2015 1:11 PM *To:* arslist@ARSLIST.ORG *Subject:* Potential Phishing - Re: No support? ** Yep, there were floods, power outages. There was also a tornado this weekend. At least a thousand cars and at least a thousand homes have been damaged. *Claire -- * you OK out there? *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of * richard@bwc.state.oh.us *Sent:* Tuesday, May 26, 2015 12:54 PM *To:* arslist@ARSLIST.ORG *Subject:* No support? ** I just tried calling BMC support – apparently they have new numbers? After being on hold a pleasant young lady said that the storm last night in Houston messed up all the phone lines and she wasn’t sure when they would be back up. Was there a storm in Houston or ?? Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _ARSlist: 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: No support?
Don't they have a disaster recovery plan for support? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle Sent: Tuesday, May 26, 2015 2:11 PM To: arslist@ARSLIST.ORG Subject: Re: No support? ** Yep, there were floods, power outages. There was also a tornado this weekend. At least a thousand cars and at least a thousand homes have been damaged. Claire -- you OK out there? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us mailto:richard@bwc.state.oh.us Sent: Tuesday, May 26, 2015 12:54 PM To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG Subject: No support? ** I just tried calling BMC support - apparently they have new numbers? After being on hold a pleasant young lady said that the storm last night in Houston messed up all the phone lines and she wasn't sure when they would be back up. Was there a storm in Houston or ?? Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _ARSlist: 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: Potential Phishing - Re: No support?
Thanks! I am surprised they don’t have some switch they can flip that sends it all to Pune or California…. Here is a good picture! [cid:image003.jpg@01D097CF.8421B390] From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Tuesday, May 26, 2015 1:26 PM To: arslist@ARSLIST.ORG Subject: Potential Phishing - Re: No support? ** Glad you are OK, Claire! Hope BMC can dry out and apply some (hopefully minor) lessons learned to their DRP. Rick On May 26, 2015 11:21 AM, Sanford, Claire claire.sanf...@memorialhermann.orgmailto:claire.sanf...@memorialhermann.org wrote: ** Oh! Just about everyone in Houston was told not to go into work if it was at all possible… the less traffic on the roads the better. http://www.click2houston.com/news/viewer-photos-severe-weather-in-houston-area-on-memorial-day/33213104 From: Sanford, Claire Sent: Tuesday, May 26, 2015 1:17 PM To: 'arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG' Subject: RE: No support? Was there a storm in Houston? Oh Yeah! If you are on Facebook look up #HoustonFlood The city of Houston busses were not running the roads were so bad this morning. I am very fortunate. My home is on high ground with very good drainage around the area. My street flooded to the extent that the water was about 4 inches from coming in my garage. Lost a few tree limbs the other night when the tornado came through… other than that no damage here. Where BMC is located was flooded pretty badly last night. They have an offshoot of one of the bayous that runs alongside their building. I would not be surprised if it ran over the banks and flooded their garage and their basement area. That building is built very high up. They pretty much created a hill and built the building… but there are floors underground. They (we/ because I am very close to their building) had between 8 and 10 inches of rain last night! We have not had rain this bad since 1983. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle Sent: Tuesday, May 26, 2015 1:11 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Potential Phishing - Re: No support? ** Yep, there were floods, power outages. There was also a tornado this weekend. At least a thousand cars and at least a thousand homes have been damaged. Claire -- you OK out there? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us Sent: Tuesday, May 26, 2015 12:54 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: No support? ** I just tried calling BMC support – apparently they have new numbers? After being on hold a pleasant young lady said that the storm last night in Houston messed up all the phone lines and she wasn’t sure when they would be back up. Was there a storm in Houston or ?? Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _ARSlist: 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: Potential Phishing - Re: No support?
Potential fishing? Fishing I just got that! On May 26, 2015, at 4:17 PM, Sanford, Claire claire.sanf...@memorialhermann.org wrote: ** Thanks! I am surprised they don’t have some switch they can flip that sends it all to Pune or California…. Here is a good picture! image003.jpg Doug -- Doug Blair d...@blairing.com +1 224-558-5462 1208 East Fremont Street Arlington Heights, Illinois 60004 ITILv3 ___ 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
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: ITSM Support Groups
No, I have not seen an out-of-the-box way to do this. Adding one or more ActiveLinks that watche the selection of the (re)assigned group and throws up an error dialogue if that group is assigned would be the only way I can quickly think to achieve this. Less-than-ideal, but it would serve the purpose. They could continue working their existing tickets but nobody could set new tickets to their group due to the new AL(s) watching the (re)assignment. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ITSM Support Groups
Brian, I'm pretty sure that this has not changed in 8.1, but in 7.6, the Config guide says: Obsolete - Record is no longer used but it is kept in the system for reference. The record should not be deleted. It is no longer available for selection. Offline - Record has been taken out of Enabled status for a period of time with the intent of enabling it again in the future. The record is no longer available for selection. HTH Leonard Neely From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Goralczyk Sent: Tuesday, December 23, 2014 11:39 AM To: arslist@ARSLIST.ORG Subject: ITSM Support Groups ** What is the difference between obsolete and offline in ITSM 8.1? I need to allow the tickets assigned to the group to be completed without allowing any more tickets to be assigned to the group. Any suggestions? Thanks everyone that is still stuck working this week. :-) Brian Goralczyk Phone 574-643-1144 Email bgoralc...@gmail.commailto:bgoralc...@gmail.com _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: ITSM Support Groups
Leonard, Thanks for the definition. I am looking more from a functional level. I am hoping someone knows a trick to allowing a support group to finish up the open tickets they have but not allow any more tickets to be assigned to the support group. Brian Goralczyk Phone 574-643-1144 Email bgoralc...@gmail.com On Tue, Dec 23, 2014 at 3:02 PM, Neely, Leonard lne...@columnit.com wrote: ** Brian, I'm pretty sure that this has not changed in 8.1, but in 7.6, the Config guide says: Obsolete - Record is no longer used but it is kept in the system for reference. The record should not be deleted. It is no longer available for selection. Offline - Record has been taken out of Enabled status for a period of time with the intent of enabling it again in the future. The record is no longer available for selection. HTH *Leonard Neely* *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Brian Goralczyk *Sent:* Tuesday, December 23, 2014 11:39 AM *To:* arslist@ARSLIST.ORG *Subject:* ITSM Support Groups ** What is the difference between obsolete and offline in ITSM 8.1? I need to allow the tickets assigned to the group to be completed without allowing any more tickets to be assigned to the group. Any suggestions? Thanks everyone that is still stuck working this week. :-) Brian Goralczyk Phone 574-643-1144 Email bgoralc...@gmail.com _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: ITSM Support Groups
Not sure I understand why that wouldn't work. Setting a support group to Offline doesn't alter the visibility of Incidents that are already assigned to that group. So, those incidents should still be visible in the IM Console, and searchable. I does however, prevent that support group from being selected for assignment - Which is what it sounded like you end goal was? Leonard Neely From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Goralczyk Sent: Tuesday, December 23, 2014 12:41 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM Support Groups ** Leonard, Thanks for the definition. I am looking more from a functional level. I am hoping someone knows a trick to allowing a support group to finish up the open tickets they have but not allow any more tickets to be assigned to the support group. Brian Goralczyk Phone 574-643-1144 Email bgoralc...@gmail.commailto:bgoralc...@gmail.com On Tue, Dec 23, 2014 at 3:02 PM, Neely, Leonard lne...@columnit.commailto:lne...@columnit.com wrote: ** Brian, I'm pretty sure that this has not changed in 8.1, but in 7.6, the Config guide says: Obsolete - Record is no longer used but it is kept in the system for reference. The record should not be deleted. It is no longer available for selection. Offline - Record has been taken out of Enabled status for a period of time with the intent of enabling it again in the future. The record is no longer available for selection. HTH Leonard Neely From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Brian Goralczyk Sent: Tuesday, December 23, 2014 11:39 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: ITSM Support Groups ** What is the difference between obsolete and offline in ITSM 8.1? I need to allow the tickets assigned to the group to be completed without allowing any more tickets to be assigned to the group. Any suggestions? Thanks everyone that is still stuck working this week. :-) Brian Goralczyk Phone 574-643-1144tel:574-643-1144 Email bgoralc...@gmail.commailto:bgoralc...@gmail.com _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: ITSM Support Groups
It also prevents the ticket to be updated until the ticket is reassigned. Brian Goralczyk Phone 574-643-1144 Email bgoralc...@gmail.com On Tue, Dec 23, 2014 at 4:04 PM, Neely, Leonard lne...@columnit.com wrote: ** Not sure I understand why that wouldn't work. Setting a support group to Offline doesn't alter the visibility of Incidents that are already assigned to that group. So, those incidents should still be visible in the IM Console, and searchable. I does however, prevent that support group from being selected for assignment - Which is what it sounded like you end goal was? *Leonard Neely* *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Brian Goralczyk *Sent:* Tuesday, December 23, 2014 12:41 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: ITSM Support Groups ** Leonard, Thanks for the definition. I am looking more from a functional level. I am hoping someone knows a trick to allowing a support group to finish up the open tickets they have but not allow any more tickets to be assigned to the support group. Brian Goralczyk Phone 574-643-1144 Email bgoralc...@gmail.com On Tue, Dec 23, 2014 at 3:02 PM, Neely, Leonard lne...@columnit.com wrote: ** Brian, I'm pretty sure that this has not changed in 8.1, but in 7.6, the Config guide says: Obsolete - Record is no longer used but it is kept in the system for reference. The record should not be deleted. It is no longer available for selection. Offline - Record has been taken out of Enabled status for a period of time with the intent of enabling it again in the future. The record is no longer available for selection. HTH *Leonard Neely* *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Brian Goralczyk *Sent:* Tuesday, December 23, 2014 11:39 AM *To:* arslist@ARSLIST.ORG *Subject:* ITSM Support Groups ** What is the difference between obsolete and offline in ITSM 8.1? I need to allow the tickets assigned to the group to be completed without allowing any more tickets to be assigned to the group. Any suggestions? Thanks everyone that is still stuck working this week. :-) Brian Goralczyk Phone 574-643-1144 Email bgoralc...@gmail.com _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 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: Remedy Support Team Hierarchy
Hah! For several years when I first began as a developer my company didn’t even know the concept of a BSA so I was effectively my own BSA in every meeting. That was actually not a bad thing considering the size of the company at the time and it helped me get to know my internal customers and their needs more directly. Over the years I was able to intuit things (is that a real verb?) without having to ask the customer about a certain nuance. That also taught me the skills to not get caught as the “expert” with the red pen in those meetings. I was always very vague about what I could or could not deliver and usually ended the requirements gathering with a statement like “let me take our findings back and do some initial research design and I will get back to you with what we can’t do and with what we can do in what timeframe”. I will say that moving from that smallish corporate environment to being a contractor for the DoD was a huge paradigm shift, completely different environment especially since I was just a developer and the senior people on the team did all the customer interaction and just passed me the refined requirements. I like being back in a place where I can interact with my (internal) customers more directly. -Rick _ Rick Westbrock Remedy Administrator | IT Department 24 Hour Fitness USA, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, April 23, 2014 4:39 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Team Hierarchy ** If you put a developer in the meeting they'll be expected to come up with a solution for drawing 3 perpendicular red lines with transparent ink. On Wed, Apr 23, 2014 at 10:06 AM, Rick Westbrock rwestbr...@24hourfit.commailto:rwestbr...@24hourfit.com wrote: Past experience has shown me that a BSA to interface between the end user/client and the developers is very helpful but most times as a developer I have found it invaluable to be in a requirements gathering session with the BSA and the end users to make sure nothing is missed. I can also get instant clarification on a request rather than going back and forth using the BSA as the messenger. -Rick _ Rick Westbrock Remedy Administrator | IT Department 24 Hour Fitness USA, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Tuesday, April 22, 2014 3:37 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Remedy Support Team Hierarchy Maybe it's just a training issue - I don't think developers should be making a habit of dealing with end users. It takes time for the client facing person to learn (and in reality, they probably don't want to learn) what the developers knows or what they need to know to research a problem. However, a go between in most cases is not an issue. The situation I deal with currently is where there is a department of folks (4 of them) that do all the client facing on issues - anything they cannot figure out they discuss with me - I give them a list of items to find out and they go and gather the information. The interaction helps in them learning how to work with the clients, gather the information and eventually solve similar problems without bringing me in. The only time I speak directly to the users (besides when presenting a training class) is if we cannot solve it and I need to see what is happening (beyond screenshots). At that point the client facing folks set up a webex and lead the live meeting. When we first stood up the system I was very active in the troubleshooting but now I don't know about most of the calls they field. In fact, recently they've started taking on more of the adminstrative work such as adding users, maintaining menu lists, etc. Just takes time and patience to get those folks up to speed. Of course if the person that is performing the client facing activities isn't interested or capable of learning how to support the users, then that may be an issue that needs to be discussed with management. just my two cents. - Original Message - From: Lisa A DLA CTR INFORMATION OPERATIONS Kemes lisa.kemes@dla.milmailto:lisa.kemes@dla.mil To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Tuesday, April 22, 2014 2:13:43 PM Subject: Re: Remedy Support Team Hierarchy Kathy, Sounds rough, but I think you are in good company with a lot of us. I'm a contractor and so when an end user says they are having a problem with opening a form and saving it there are about 1000 questions I have for the end user, but that's what the Project Manager writes down and communicates to us. Plus, I want to make sure I recreate the problem EXACTLY as the customer is experiencing it (so I know what workflow to look at). Can I just pick up the phone and contact
Re: Remedy Support Team Hierarchy
Kathy, What would be the repercussion of just calling the user yourself? I've done this before and our in between people would scoff, but I think they secretly were relieved that I just got the info myself. I sometimes go by the mantra It's easier to beg forgiveness than to ask for permission It's not about abusing situations but about knowing when to push the boundaries. Also, do you cc the PM's supervisor on your emails? Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Wednesday, April 23, 2014 1:08 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Team Hierarchy Your situation sounds like a typical Development scenario to me... We welcome and have no issue with the role of a teachable person as the liaison between the users and developers - that's normal business practice. You said something very important in your email below I give them a list of items to find out and they go and gather the information. This is the problem in our environment. List? Forget it.. .that's not going to happen here... First of all, this person cannot handle a list. We are struggling to get this PM to follow-up on one simple process question with a user so that the Developer can get his task completed. Secondly, whenever the developers email the PM to make sure the PM really understands what is needed - of course no reply from the PM. Weeks go by, and the PM asks the developer When is this going to be done? Of course the developer replies, Were you able to get the feedback from the user? The PM (still unable to comprehend the process question) responds, Let's follow the agenda, first things first... What do we need to do to get this done? The developer has to start all over again and re-explain what is needed to fulfill the task. Then instead of speaking with the user, the PM will find someone (even if they do not know the process) to figure out the process answer. We have tons of serious work to do, and I am thinking how on earth are we going to get things done with this situation we have? The PM that we are reporting to does not even understand the basics requirements gather, nor the process itself. We do not need a person who knows Remedy code, just a person who can connect the dots. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Tuesday, April 22, 2014 6:37 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Team Hierarchy Maybe it's just a training issue - I don't think developers should be making a habit of dealing with end users. It takes time for the client facing person to learn (and in reality, they probably don't want to learn) what the developers knows or what they need to know to research a problem. However, a go between in most cases is not an issue. The situation I deal with currently is where there is a department of folks (4 of them) that do all the client facing on issues - anything they cannot figure out they discuss with me - I give them a list of items to find out and they go and gather the information. The interaction helps in them learning how to work with the clients, gather the information and eventually solve similar problems without bringing me in. The only time I speak directly to the users (besides when presenting a training class) is if we cannot solve it and I need to see what is happening (beyond screenshots). At that point the client facing folks set up a webex and lead the live meeting. When we first stood up the system I was very active in the troubleshooting but now I don't know about most of the calls they field. In fact, recently they've started taking on more of the adminstrative work such as adding users, maintaining menu lists, etc. Just takes time and patience to get those folks up to speed. Of course if the person that is performing the client facing activities isn't interested or capable of learning how to support the users, then that may be an issue that needs to be discussed with management. just my two cents. - Original Message - From: Lisa A DLA CTR INFORMATION OPERATIONS Kemes lisa.kemes@dla.mil To: arslist@ARSLIST.ORG Sent: Tuesday, April 22, 2014 2:13:43 PM Subject: Re: Remedy Support Team Hierarchy Kathy, Sounds rough, but I think you are in good company with a lot of us. I'm a contractor and so when an end user says they are having a problem with opening a form and saving it there are about 1000 questions I have for the end user, but that's what the Project Manager writes down and communicates to us. Plus, I want to make sure I recreate the problem EXACTLY as the customer is experiencing it (so I know what workflow to look at). Can I just pick up the phone and contact the end user? Nope, I have to work with ANOTHER contractor that asks the Program Manager of Remedy the questions I have, who then asks the end user
Re: Remedy Support Team Hierarchy
Oh - meant to say - width = 0. On Wed, Apr 23, 2014 at 7:48 PM, John Sundberg john.sundb...@kineticdata.com wrote: x,y,z axis - all perpendicular in red. :) Next. -John On Wed, Apr 23, 2014 at 6:38 PM, Jason Miller jason.mil...@gmail.comwrote: ** If you put a developer in the meeting they'll be expected to come up with a solution for drawing 3 perpendicular red lines with transparent ink. On Wed, Apr 23, 2014 at 10:06 AM, Rick Westbrock rwestbr...@24hourfit.com wrote: Past experience has shown me that a BSA to interface between the end user/client and the developers is very helpful but most times as a developer I have found it invaluable to be in a requirements gathering session with the BSA and the end users to make sure nothing is missed. I can also get instant clarification on a request rather than going back and forth using the BSA as the messenger. -Rick _ Rick Westbrock Remedy Administrator | IT Department 24 Hour Fitness USA, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Tuesday, April 22, 2014 3:37 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Team Hierarchy Maybe it's just a training issue - I don't think developers should be making a habit of dealing with end users. It takes time for the client facing person to learn (and in reality, they probably don't want to learn) what the developers knows or what they need to know to research a problem. However, a go between in most cases is not an issue. The situation I deal with currently is where there is a department of folks (4 of them) that do all the client facing on issues - anything they cannot figure out they discuss with me - I give them a list of items to find out and they go and gather the information. The interaction helps in them learning how to work with the clients, gather the information and eventually solve similar problems without bringing me in. The only time I speak directly to the users (besides when presenting a training class) is if we cannot solve it and I need to see what is happening (beyond screenshots). At that point the client facing folks set up a webex and lead the live meeting. When we first stood up the system I was very active in the troubleshooting but now I don't know about most of the calls they field. In fact, recently they've started taking on more of the adminstrative work such as adding users, maintaining menu lists, etc. Just takes time and patience to get those folks up to speed. Of course if the person that is performing the client facing activities isn't interested or capable of learning how to support the users, then that may be an issue that needs to be discussed with management. just my two cents. - Original Message - From: Lisa A DLA CTR INFORMATION OPERATIONS Kemes lisa.kemes@dla.mil To: arslist@ARSLIST.ORG Sent: Tuesday, April 22, 2014 2:13:43 PM Subject: Re: Remedy Support Team Hierarchy Kathy, Sounds rough, but I think you are in good company with a lot of us. I'm a contractor and so when an end user says they are having a problem with opening a form and saving it there are about 1000 questions I have for the end user, but that's what the Project Manager writes down and communicates to us. Plus, I want to make sure I recreate the problem EXACTLY as the customer is experiencing it (so I know what workflow to look at). Can I just pick up the phone and contact the end user? Nope, I have to work with ANOTHER contractor that asks the Program Manager of Remedy the questions I have, who then asks the end user. This process can take up to 4 weeks. It's awful, plus, because I'm not part of the conversation, I can't ask follow up questions right then and there. It's painful. Sometimes, I'm able to ask the Program Manager directly, but what I'd really like to do is get to that end user. I think there are a lot of us in the same boat. Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Monday, April 21, 2014 4:53 PM To: arslist@ARSLIST.ORG Subject: Remedy Support Team Hierarchy ** Hi, Our Remedy team is having its challenges. Our Management has placed a person who has no technical clue about Remedy, or any aspect of software development to manage the critical Remedy Projects. Management seems to think that you do not need Remedy experience to manage these type of projects, all you need is the ability to go out there and ask questions, chase info down. The problem is: 1) this new person does not even know the right questions to ask, and 2) cannot articulate the answers. When the developer explains things to this project manager It's like us talking to a piece of sheetrock. By the way, most of the ideas and processes this person has
Re: Remedy Support Team Hierarchy
x,y,z axis - all perpendicular in red. :) Next. -John On Wed, Apr 23, 2014 at 6:38 PM, Jason Miller jason.mil...@gmail.comwrote: ** If you put a developer in the meeting they'll be expected to come up with a solution for drawing 3 perpendicular red lines with transparent ink. On Wed, Apr 23, 2014 at 10:06 AM, Rick Westbrock rwestbr...@24hourfit.com wrote: Past experience has shown me that a BSA to interface between the end user/client and the developers is very helpful but most times as a developer I have found it invaluable to be in a requirements gathering session with the BSA and the end users to make sure nothing is missed. I can also get instant clarification on a request rather than going back and forth using the BSA as the messenger. -Rick _ Rick Westbrock Remedy Administrator | IT Department 24 Hour Fitness USA, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Tuesday, April 22, 2014 3:37 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Team Hierarchy Maybe it's just a training issue - I don't think developers should be making a habit of dealing with end users. It takes time for the client facing person to learn (and in reality, they probably don't want to learn) what the developers knows or what they need to know to research a problem. However, a go between in most cases is not an issue. The situation I deal with currently is where there is a department of folks (4 of them) that do all the client facing on issues - anything they cannot figure out they discuss with me - I give them a list of items to find out and they go and gather the information. The interaction helps in them learning how to work with the clients, gather the information and eventually solve similar problems without bringing me in. The only time I speak directly to the users (besides when presenting a training class) is if we cannot solve it and I need to see what is happening (beyond screenshots). At that point the client facing folks set up a webex and lead the live meeting. When we first stood up the system I was very active in the troubleshooting but now I don't know about most of the calls they field. In fact, recently they've started taking on more of the adminstrative work such as adding users, maintaining menu lists, etc. Just takes time and patience to get those folks up to speed. Of course if the person that is performing the client facing activities isn't interested or capable of learning how to support the users, then that may be an issue that needs to be discussed with management. just my two cents. - Original Message - From: Lisa A DLA CTR INFORMATION OPERATIONS Kemes lisa.kemes@dla.mil To: arslist@ARSLIST.ORG Sent: Tuesday, April 22, 2014 2:13:43 PM Subject: Re: Remedy Support Team Hierarchy Kathy, Sounds rough, but I think you are in good company with a lot of us. I'm a contractor and so when an end user says they are having a problem with opening a form and saving it there are about 1000 questions I have for the end user, but that's what the Project Manager writes down and communicates to us. Plus, I want to make sure I recreate the problem EXACTLY as the customer is experiencing it (so I know what workflow to look at). Can I just pick up the phone and contact the end user? Nope, I have to work with ANOTHER contractor that asks the Program Manager of Remedy the questions I have, who then asks the end user. This process can take up to 4 weeks. It's awful, plus, because I'm not part of the conversation, I can't ask follow up questions right then and there. It's painful. Sometimes, I'm able to ask the Program Manager directly, but what I'd really like to do is get to that end user. I think there are a lot of us in the same boat. Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Monday, April 21, 2014 4:53 PM To: arslist@ARSLIST.ORG Subject: Remedy Support Team Hierarchy ** Hi, Our Remedy team is having its challenges. Our Management has placed a person who has no technical clue about Remedy, or any aspect of software development to manage the critical Remedy Projects. Management seems to think that you do not need Remedy experience to manage these type of projects, all you need is the ability to go out there and ask questions, chase info down. The problem is: 1) this new person does not even know the right questions to ask, and 2) cannot articulate the answers. When the developer explains things to this project manager It's like us talking to a piece of sheetrock. By the way, most of the ideas and processes this person has begun to build is without leveraging the knowledge of the Remedy Developers J No information, new processes are even
Re: Remedy Support Team Hierarchy
Your situation sounds like a typical Development scenario to me... We welcome and have no issue with the role of a teachable person as the liaison between the users and developers - that's normal business practice. You said something very important in your email below I give them a list of items to find out and they go and gather the information. This is the problem in our environment. List? Forget it.. .that's not going to happen here... First of all, this person cannot handle a list. We are struggling to get this PM to follow-up on one simple process question with a user so that the Developer can get his task completed. Secondly, whenever the developers email the PM to make sure the PM really understands what is needed - of course no reply from the PM. Weeks go by, and the PM asks the developer When is this going to be done? Of course the developer replies, Were you able to get the feedback from the user? The PM (still unable to comprehend the process question) responds, Let's follow the agenda, first things first... What do we need to do to get this done? The developer has to start all over again and re-explain what is needed to fulfill the task. Then instead of speaking with the user, the PM will find someone (even if they do not know the process) to figure out the process answer. We have tons of serious work to do, and I am thinking how on earth are we going to get things done with this situation we have? The PM that we are reporting to does not even understand the basics requirements gather, nor the process itself. We do not need a person who knows Remedy code, just a person who can connect the dots. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Tuesday, April 22, 2014 6:37 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Team Hierarchy Maybe it's just a training issue - I don't think developers should be making a habit of dealing with end users. It takes time for the client facing person to learn (and in reality, they probably don't want to learn) what the developers knows or what they need to know to research a problem. However, a go between in most cases is not an issue. The situation I deal with currently is where there is a department of folks (4 of them) that do all the client facing on issues - anything they cannot figure out they discuss with me - I give them a list of items to find out and they go and gather the information. The interaction helps in them learning how to work with the clients, gather the information and eventually solve similar problems without bringing me in. The only time I speak directly to the users (besides when presenting a training class) is if we cannot solve it and I need to see what is happening (beyond screenshots). At that point the client facing folks set up a webex and lead the live meeting. When we first stood up the system I was very active in the troubleshooting but now I don't know about most of the calls they field. In fact, recently they've started taking on more of the adminstrative work such as adding users, maintaining menu lists, etc. Just takes time and patience to get those folks up to speed. Of course if the person that is performing the client facing activities isn't interested or capable of learning how to support the users, then that may be an issue that needs to be discussed with management. just my two cents. - Original Message - From: Lisa A DLA CTR INFORMATION OPERATIONS Kemes lisa.kemes@dla.mil To: arslist@ARSLIST.ORG Sent: Tuesday, April 22, 2014 2:13:43 PM Subject: Re: Remedy Support Team Hierarchy Kathy, Sounds rough, but I think you are in good company with a lot of us. I'm a contractor and so when an end user says they are having a problem with opening a form and saving it there are about 1000 questions I have for the end user, but that's what the Project Manager writes down and communicates to us. Plus, I want to make sure I recreate the problem EXACTLY as the customer is experiencing it (so I know what workflow to look at). Can I just pick up the phone and contact the end user? Nope, I have to work with ANOTHER contractor that asks the Program Manager of Remedy the questions I have, who then asks the end user. This process can take up to 4 weeks. It's awful, plus, because I'm not part of the conversation, I can't ask follow up questions right then and there. It's painful. Sometimes, I'm able to ask the Program Manager directly, but what I'd really like to do is get to that end user. I think there are a lot of us in the same boat. Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Monday, April 21, 2014 4:53 PM To: arslist@ARSLIST.ORG Subject: Remedy Support Team Hierarchy ** Hi, Our Remedy team is having its challenges. Our Management has placed a person who has
Re: Remedy Support Team Hierarchy
Past experience has shown me that a BSA to interface between the end user/client and the developers is very helpful but most times as a developer I have found it invaluable to be in a requirements gathering session with the BSA and the end users to make sure nothing is missed. I can also get instant clarification on a request rather than going back and forth using the BSA as the messenger. -Rick _ Rick Westbrock Remedy Administrator | IT Department 24 Hour Fitness USA, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Tuesday, April 22, 2014 3:37 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Team Hierarchy Maybe it's just a training issue - I don't think developers should be making a habit of dealing with end users. It takes time for the client facing person to learn (and in reality, they probably don't want to learn) what the developers knows or what they need to know to research a problem. However, a go between in most cases is not an issue. The situation I deal with currently is where there is a department of folks (4 of them) that do all the client facing on issues - anything they cannot figure out they discuss with me - I give them a list of items to find out and they go and gather the information. The interaction helps in them learning how to work with the clients, gather the information and eventually solve similar problems without bringing me in. The only time I speak directly to the users (besides when presenting a training class) is if we cannot solve it and I need to see what is happening (beyond screenshots). At that point the client facing folks set up a webex and lead the live meeting. When we first stood up the system I was very active in the troubleshooting but now I don't know about most of the calls they field. In fact, recently they've started taking on more of the adminstrative work such as adding users, maintaining menu lists, etc. Just takes time and patience to get those folks up to speed. Of course if the person that is performing the client facing activities isn't interested or capable of learning how to support the users, then that may be an issue that needs to be discussed with management. just my two cents. - Original Message - From: Lisa A DLA CTR INFORMATION OPERATIONS Kemes lisa.kemes@dla.mil To: arslist@ARSLIST.ORG Sent: Tuesday, April 22, 2014 2:13:43 PM Subject: Re: Remedy Support Team Hierarchy Kathy, Sounds rough, but I think you are in good company with a lot of us. I'm a contractor and so when an end user says they are having a problem with opening a form and saving it there are about 1000 questions I have for the end user, but that's what the Project Manager writes down and communicates to us. Plus, I want to make sure I recreate the problem EXACTLY as the customer is experiencing it (so I know what workflow to look at). Can I just pick up the phone and contact the end user? Nope, I have to work with ANOTHER contractor that asks the Program Manager of Remedy the questions I have, who then asks the end user. This process can take up to 4 weeks. It's awful, plus, because I'm not part of the conversation, I can't ask follow up questions right then and there. It's painful. Sometimes, I'm able to ask the Program Manager directly, but what I'd really like to do is get to that end user. I think there are a lot of us in the same boat. Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Monday, April 21, 2014 4:53 PM To: arslist@ARSLIST.ORG Subject: Remedy Support Team Hierarchy ** Hi, Our Remedy team is having its challenges. Our Management has placed a person who has no technical clue about Remedy, or any aspect of software development to manage the critical Remedy Projects. Management seems to think that you do not need Remedy experience to manage these type of projects, all you need is the ability to go out there and ask questions, chase info down. The problem is: 1) this new person does not even know the right questions to ask, and 2) cannot articulate the answers. When the developer explains things to this project manager It's like us talking to a piece of sheetrock. By the way, most of the ideas and processes this person has begun to build is without leveraging the knowledge of the Remedy Developers J No information, new processes are even discussed to the developers. Unreal. I have not even mentioned the fact that the individual does not get along with 95% of the team. This individual is completely different Management so they think they have rescued us J What is the Remedy team structure like in other organizations? What roles are there? My experience has been Director of Technology, Remedy Team Lead, developers, admins, business
Re: Remedy Support Team Hierarchy
If you put a developer in the meeting they'll be expected to come up with a solution for drawing 3 perpendicular red lines with transparent ink. On Wed, Apr 23, 2014 at 10:06 AM, Rick Westbrock rwestbr...@24hourfit.comwrote: Past experience has shown me that a BSA to interface between the end user/client and the developers is very helpful but most times as a developer I have found it invaluable to be in a requirements gathering session with the BSA and the end users to make sure nothing is missed. I can also get instant clarification on a request rather than going back and forth using the BSA as the messenger. -Rick _ Rick Westbrock Remedy Administrator | IT Department 24 Hour Fitness USA, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Tuesday, April 22, 2014 3:37 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Team Hierarchy Maybe it's just a training issue - I don't think developers should be making a habit of dealing with end users. It takes time for the client facing person to learn (and in reality, they probably don't want to learn) what the developers knows or what they need to know to research a problem. However, a go between in most cases is not an issue. The situation I deal with currently is where there is a department of folks (4 of them) that do all the client facing on issues - anything they cannot figure out they discuss with me - I give them a list of items to find out and they go and gather the information. The interaction helps in them learning how to work with the clients, gather the information and eventually solve similar problems without bringing me in. The only time I speak directly to the users (besides when presenting a training class) is if we cannot solve it and I need to see what is happening (beyond screenshots). At that point the client facing folks set up a webex and lead the live meeting. When we first stood up the system I was very active in the troubleshooting but now I don't know about most of the calls they field. In fact, recently they've started taking on more of the adminstrative work such as adding users, maintaining menu lists, etc. Just takes time and patience to get those folks up to speed. Of course if the person that is performing the client facing activities isn't interested or capable of learning how to support the users, then that may be an issue that needs to be discussed with management. just my two cents. - Original Message - From: Lisa A DLA CTR INFORMATION OPERATIONS Kemes lisa.kemes@dla.mil To: arslist@ARSLIST.ORG Sent: Tuesday, April 22, 2014 2:13:43 PM Subject: Re: Remedy Support Team Hierarchy Kathy, Sounds rough, but I think you are in good company with a lot of us. I'm a contractor and so when an end user says they are having a problem with opening a form and saving it there are about 1000 questions I have for the end user, but that's what the Project Manager writes down and communicates to us. Plus, I want to make sure I recreate the problem EXACTLY as the customer is experiencing it (so I know what workflow to look at). Can I just pick up the phone and contact the end user? Nope, I have to work with ANOTHER contractor that asks the Program Manager of Remedy the questions I have, who then asks the end user. This process can take up to 4 weeks. It's awful, plus, because I'm not part of the conversation, I can't ask follow up questions right then and there. It's painful. Sometimes, I'm able to ask the Program Manager directly, but what I'd really like to do is get to that end user. I think there are a lot of us in the same boat. Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Monday, April 21, 2014 4:53 PM To: arslist@ARSLIST.ORG Subject: Remedy Support Team Hierarchy ** Hi, Our Remedy team is having its challenges. Our Management has placed a person who has no technical clue about Remedy, or any aspect of software development to manage the critical Remedy Projects. Management seems to think that you do not need Remedy experience to manage these type of projects, all you need is the ability to go out there and ask questions, chase info down. The problem is: 1) this new person does not even know the right questions to ask, and 2) cannot articulate the answers. When the developer explains things to this project manager It's like us talking to a piece of sheetrock. By the way, most of the ideas and processes this person has begun to build is without leveraging the knowledge of the Remedy Developers J No information, new processes are even discussed to the developers. Unreal. I have not even mentioned the fact that the individual does not get along with 95% of the team. This individual
Re: Remedy Support Team Hierarchy
These things change based on the the volume of customer base and how critical the app is for the organization. I have noticed the following roles in several clients I worked with. Director,Manager -- Usually does not have any idea of Remedy from technical standpoint. Just knows high level about the business units and customer base using remedy apps. Usually shared across multiple apps, teams and technologies and mostly for budget and timeoff approvals. Lucky if you get a manager who can code in Remedy. Lead -- Usually dedicated to Remedy but have seen shared across different apps and technical stacks as well. May or may not be able to code, but can understand and fill the dots when you discuss about remedy related issues. Times this role might not exist as well. Sr Developer, Admin -- Multiple resources dedicated for Remedy development only. Some might be contractors. BSA/Project manager -- Usually have no idea about Remedy from technical side. Just understand the GUI and functional side data flows. But very closely work with dev team to address user concerns,enhancements and communication. Times this role might be replaced with junior dev/admin in the dev team. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Remedy Support Team Hierarchy
Kathy, Sounds rough, but I think you are in good company with a lot of us. I'm a contractor and so when an end user says they are having a problem with opening a form and saving it there are about 1000 questions I have for the end user, but that's what the Project Manager writes down and communicates to us. Plus, I want to make sure I recreate the problem EXACTLY as the customer is experiencing it (so I know what workflow to look at). Can I just pick up the phone and contact the end user? Nope, I have to work with ANOTHER contractor that asks the Program Manager of Remedy the questions I have, who then asks the end user. This process can take up to 4 weeks. It's awful, plus, because I'm not part of the conversation, I can't ask follow up questions right then and there. It's painful. Sometimes, I'm able to ask the Program Manager directly, but what I'd really like to do is get to that end user. I think there are a lot of us in the same boat. Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Monday, April 21, 2014 4:53 PM To: arslist@ARSLIST.ORG Subject: Remedy Support Team Hierarchy ** Hi, Our Remedy team is having its challenges. Our Management has placed a person who has no technical clue about Remedy, or any aspect of software development to manage the critical Remedy Projects. Management seems to think that you do not need Remedy experience to manage these type of projects, all you need is the ability to go out there and ask questions, chase info down. The problem is: 1) this new person does not even know the right questions to ask, and 2) cannot articulate the answers. When the developer explains things to this project manager It's like us talking to a piece of sheetrock. By the way, most of the ideas and processes this person has begun to build is without leveraging the knowledge of the Remedy Developers J No information, new processes are even discussed to the developers. Unreal. I have not even mentioned the fact that the individual does not get along with 95% of the team. This individual is completely different Management so they think they have rescued us J What is the Remedy team structure like in other organizations? What roles are there? My experience has been Director of Technology, Remedy Team Lead, developers, admins, business analyst These type of roles. _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: Remedy Support Team Hierarchy
Let me preface by saying that I'm not sure I would have complained about this person publicly with my name attached if I were you. I can envision them deciding, let me Google to see how other companies use Remedy and the result is them stumbling upon your description below. In terms of organization, we're actually struggling because we're understaffed and there is a lot of new work that wasn't there before and new projects. Our userbase has more than quadrupled with no increase in staff, and we are doing more with Remedy than ever before. This has been near and dear to my heart lately, as I'm working on providing justification to try to open up new positions. With that being said, it's extremely subjective. To give you a good answer, I'd need to know: 1) Are you custom, ITSM, or both? 2) How many big applications, either custom or on ITSM, does your team support? 3) How many total end users do you have? 4) How many support staff do you have? 5) How many support groups do you have? 6) How many big integrations do you have? 7) How many Incidents does your team get on average in a month? 8) How many projects does your team work on in a year? 9) How many non-project related enhancements and bug fixes (e.g. Change Requests) does your team do in a month? 10) How many people are currently on your team and how does the work break down between them? That's a lot of questions that I wouldn't expect you to be able to answer completely (and I wouldn't answer it completely in public either.) However, all of that determines how you organize your team. Typical roles within a Remedy team are going to be system administration, data entry, development, reporting, business analyst, architect, project manager, team manager, QA, etc. On my team, we have two fairly strong full time employees doing basically everything and we bring in consultants for project work. We have an external reporting team that builds reports on Remedy so we don't do that, but we do have to provide them with information and usually do all the BA work for them as well. The data entry and data management has been on us, and I can't stand doing mundane data entry tasks so I've tried to either automate or distribute as much of that out as possible. However, I've worked places where there are people dedicated to data entry that aren't developers and that seems to work well. We have a manager, who is also over other stuff, so I function as the lead and probably interact more with our director and other directors who own ITSM processes more frequently than I do my manager. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Monday, April 21, 2014 3:53 PM To: arslist@ARSLIST.ORG Subject: Remedy Support Team Hierarchy ** Hi, Our Remedy team is having its challenges. Our Management has placed a person who has no technical clue about Remedy, or any aspect of software development to manage the critical Remedy Projects. Management seems to think that you do not need Remedy experience to manage these type of projects, all you need is the ability to go out there and ask questions, chase info down. The problem is: 1) this new person does not even know the right questions to ask, and 2) cannot articulate the answers. When the developer explains things to this project manager It's like us talking to a piece of sheetrock. By the way, most of the ideas and processes this person has begun to build is without leveraging the knowledge of the Remedy Developers :) No information, new processes are even discussed to the developers. Unreal. I have not even mentioned the fact that the individual does not get along with 95% of the team. This individual is completely different Management so they think they have rescued us :) What is the Remedy team structure like in other organizations? What roles are there? My experience has been Director of Technology, Remedy Team Lead, developers, admins, business analyst These type of roles. _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: Remedy Support Team Hierarchy
Kathy, I've been in your shoes. If you are using ITSM, then this manager needs to understand ITIL and all the business process around the application. He doesn't need to code, but at least should understand the objectives of the different modules. All you can do is try to lead them as best you can and raise objections (where appropriate) when they are suggesting a bad customization or not providing you enough time to code. With the managers I had that were like that, they learned over time that my suggestions/objections were warranted and I was doing my best to keep the system functioning at its best. Regards, Ben Cantatore Bed Bath Beyond 650 Liberty Avenue Union NJ 07083-8130 Office: (908) 613-5769 Cell: (914) 263-6802 From: Kathy Morris kathymorris...@aol.com To: arslist@ARSLIST.ORG, Date: 04/22/2014 02:20 PM Subject:Remedy Support Team Hierarchy Sent by:Action Request System discussion list(ARSList) arslist@ARSLIST.ORG ** Hi, Our Remedy team is having its challenges. Our Management has placed a person who has no technical clue about Remedy, or any aspect of software development to manage the critical Remedy Projects. Management seems to think that you do not need Remedy experience to manage these type of projects, all you need is the ability to go out there and ask questions, chase info down. The problem is: 1) this new person does not even know the right questions to ask, and 2) cannot articulate the answers. When the developer explains things to this project manager?. It?s like us talking to a piece of sheetrock. By the way, most of the ?ideas and processes? this person has begun to build is without leveraging the knowledge of the Remedy Developers J No information, new processes are even discussed to the developers. Unreal. I have not even mentioned the fact that the individual does not get along with 95% of the team. This individual is completely different Management so they think they have rescued us J What is the Remedy team structure like in other organizations? What roles are there? My experience has been Director of Technology, Remedy Team Lead, developers, admins, business analyst?. These type of roles. _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: Remedy Support Team Hierarchy
Maybe it's just a training issue - I don't think developers should be making a habit of dealing with end users. It takes time for the client facing person to learn (and in reality, they probably don't want to learn) what the developers knows or what they need to know to research a problem. However, a go between in most cases is not an issue. The situation I deal with currently is where there is a department of folks (4 of them) that do all the client facing on issues - anything they cannot figure out they discuss with me - I give them a list of items to find out and they go and gather the information. The interaction helps in them learning how to work with the clients, gather the information and eventually solve similar problems without bringing me in. The only time I speak directly to the users (besides when presenting a training class) is if we cannot solve it and I need to see what is happening (beyond screenshots). At that point the client facing folks set up a webex and lead the live meeting. When we first stood up the system I was very active in the troubleshooting but now I don't know about most of the calls they field. In fact, recently they've started taking on more of the adminstrative work such as adding users, maintaining menu lists, etc. Just takes time and patience to get those folks up to speed. Of course if the person that is performing the client facing activities isn't interested or capable of learning how to support the users, then that may be an issue that needs to be discussed with management. just my two cents. - Original Message - From: Lisa A DLA CTR INFORMATION OPERATIONS Kemes lisa.kemes@dla.mil To: arslist@ARSLIST.ORG Sent: Tuesday, April 22, 2014 2:13:43 PM Subject: Re: Remedy Support Team Hierarchy Kathy, Sounds rough, but I think you are in good company with a lot of us. I'm a contractor and so when an end user says they are having a problem with opening a form and saving it there are about 1000 questions I have for the end user, but that's what the Project Manager writes down and communicates to us. Plus, I want to make sure I recreate the problem EXACTLY as the customer is experiencing it (so I know what workflow to look at). Can I just pick up the phone and contact the end user? Nope, I have to work with ANOTHER contractor that asks the Program Manager of Remedy the questions I have, who then asks the end user. This process can take up to 4 weeks. It's awful, plus, because I'm not part of the conversation, I can't ask follow up questions right then and there. It's painful. Sometimes, I'm able to ask the Program Manager directly, but what I'd really like to do is get to that end user. I think there are a lot of us in the same boat. Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Monday, April 21, 2014 4:53 PM To: arslist@ARSLIST.ORG Subject: Remedy Support Team Hierarchy ** Hi, Our Remedy team is having its challenges. Our Management has placed a person who has no technical clue about Remedy, or any aspect of software development to manage the critical Remedy Projects. Management seems to think that you do not need Remedy experience to manage these type of projects, all you need is the ability to go out there and ask questions, chase info down. The problem is: 1) this new person does not even know the right questions to ask, and 2) cannot articulate the answers. When the developer explains things to this project manager It's like us talking to a piece of sheetrock. By the way, most of the ideas and processes this person has begun to build is without leveraging the knowledge of the Remedy Developers J No information, new processes are even discussed to the developers. Unreal. I have not even mentioned the fact that the individual does not get along with 95% of the team. This individual is completely different Management so they think they have rescued us J What is the Remedy team structure like in other organizations? What roles are there? My experience has been Director of Technology, Remedy Team Lead, developers, admins, business analyst These type of roles. _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
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: Specific Support Group Permissions for Columns in Consoles
I'm sorry to say this, because it seems so obvious...but yes, you define permissions to the columns so only the people you want to see them have permission. On Thu, Aug 22, 2013 at 11:33 AM, Hutcheson, Heather heather.hutche...@ga.com wrote: ** Hello, ** ** Is there a way to limit access to columns in a Work Order console so that just specific support groups can view them? ** ** Thanks, Heather _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: Changing Support Group Group Names
Lyle is right.. it shouldn't as the field stores the ID and not the name.. However, that being said, I would look for OTB workflow as well as any customized workflow, that may be using the actual name in some calculation, that may be stored in some fields. I would be more cautious about customization as I would want to safely hope, that the OTB code was clean enough not to consider the actual names in its workflow.. I would also focus on reports and where reports get their group information from, and what is actually stored in those fields that reports get group information from.. Joe -Original Message- From: Lyle Taylor Sent: Tuesday, June 05, 2012 6:01 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Changing Support Group Group Names Doesn't that field actually store the group ID rather than the name? If so, then it _shouldn't_ matter. I customized our suite to make the group names match the support group names (caveat - I'm on an older version of the suite). We were not using any custom row-level security, but otherwise have not seen any issues with the change with the exception that the intermediate form between the support group and group (CTM:SYS-Access Permission Grps, I think) has a 30 character limit on group name length, and CTM:Support Group is 60. We didn't make the one field larger, so that effectively limits our support group names to 30 characters. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Tuesday, June 05, 2012 12:59 PM To: arslist@ARSLIST.ORG Subject: Changing Support Group Group Names ARS 764 sp2 Does anyone know if changing the group name on a Group record that is related to a support group would cause issues with ARS/ITSM? We are using row level security (Field 112) on a few forms and having a 10 digit number show in the Assigned Group menu field is difficult to work with. Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Changing Support Group Group Names
Do a search Doug Mueller replied to my question about this last year. So if you look at 2011 archives the answer is there. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Wednesday, June 06, 2012 10:21 AM To: arslist@ARSLIST.ORG Subject: Re: Changing Support Group Group Names Lyle is right.. it shouldn't as the field stores the ID and not the name.. However, that being said, I would look for OTB workflow as well as any customized workflow, that may be using the actual name in some calculation, that may be stored in some fields. I would be more cautious about customization as I would want to safely hope, that the OTB code was clean enough not to consider the actual names in its workflow.. I would also focus on reports and where reports get their group information from, and what is actually stored in those fields that reports get group information from.. Joe -Original Message- From: Lyle Taylor Sent: Tuesday, June 05, 2012 6:01 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Changing Support Group Group Names Doesn't that field actually store the group ID rather than the name? If so, then it _shouldn't_ matter. I customized our suite to make the group names match the support group names (caveat - I'm on an older version of the suite). We were not using any custom row-level security, but otherwise have not seen any issues with the change with the exception that the intermediate form between the support group and group (CTM:SYS-Access Permission Grps, I think) has a 30 character limit on group name length, and CTM:Support Group is 60. We didn't make the one field larger, so that effectively limits our support group names to 30 characters. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Tuesday, June 05, 2012 12:59 PM To: arslist@ARSLIST.ORG Subject: Changing Support Group Group Names ARS 764 sp2 Does anyone know if changing the group name on a Group record that is related to a support group would cause issues with ARS/ITSM? We are using row level security (Field 112) on a few forms and having a 10 digit number show in the Assigned Group menu field is difficult to work with. Thank you ___ 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: Changing Support Group Group Names
We have had success with the Data Wizard and seen no adverse effects when renaming Support Groups. .: Mike T :. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Wednesday, June 06, 2012 10:21 AM To: arslist@ARSLIST.ORG Subject: Re: Changing Support Group Group Names Lyle is right.. it shouldn't as the field stores the ID and not the name.. However, that being said, I would look for OTB workflow as well as any customized workflow, that may be using the actual name in some calculation, that may be stored in some fields. I would be more cautious about customization as I would want to safely hope, that the OTB code was clean enough not to consider the actual names in its workflow.. I would also focus on reports and where reports get their group information from, and what is actually stored in those fields that reports get group information from.. Joe -Original Message- From: Lyle Taylor Sent: Tuesday, June 05, 2012 6:01 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Changing Support Group Group Names Doesn't that field actually store the group ID rather than the name? If so, then it _shouldn't_ matter. I customized our suite to make the group names match the support group names (caveat - I'm on an older version of the suite). We were not using any custom row-level security, but otherwise have not seen any issues with the change with the exception that the intermediate form between the support group and group (CTM:SYS-Access Permission Grps, I think) has a 30 character limit on group name length, and CTM:Support Group is 60. We didn't make the one field larger, so that effectively limits our support group names to 30 characters. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Tuesday, June 05, 2012 12:59 PM To: arslist@ARSLIST.ORG Subject: Changing Support Group Group Names ARS 764 sp2 Does anyone know if changing the group name on a Group record that is related to a support group would cause issues with ARS/ITSM? We are using row level security (Field 112) on a few forms and having a 10 digit number show in the Assigned Group menu field is difficult to work with. Thank you ___ 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: Changing Support Group Group Names
Doesn't that field actually store the group ID rather than the name? If so, then it _shouldn't_ matter. I customized our suite to make the group names match the support group names (caveat - I'm on an older version of the suite). We were not using any custom row-level security, but otherwise have not seen any issues with the change with the exception that the intermediate form between the support group and group (CTM:SYS-Access Permission Grps, I think) has a 30 character limit on group name length, and CTM:Support Group is 60. We didn't make the one field larger, so that effectively limits our support group names to 30 characters. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Tuesday, June 05, 2012 12:59 PM To: arslist@ARSLIST.ORG Subject: Changing Support Group Group Names ARS 764 sp2 Does anyone know if changing the group name on a Group record that is related to a support group would cause issues with ARS/ITSM? We are using row level security (Field 112) on a few forms and having a 10 digit number show in the Assigned Group menu field is difficult to work with. Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: clob support frustration at support
Original problem back ... Frustrating.. Summary: Host:HOSTNAME Problem:Oracle SIDNAME Alert Log Msg=( ORA-2: index ARADMIN.IT145 or par Notes: Host:DHOSTNAME Problem:Oracle SIDNAME Alert Log Msg=( ORA-2: index ARADMIN.IT145 or partition of such index is in unusable state ) - full details in work info On Mon, Apr 9, 2012 at 3:16 PM, patrick zandi remedy...@gmail.com wrote: I am getting a little frustrated.. Following the Clob in a row doc to put in a row.. after I ran the job, I get alerts in the oracle alert log about the Index is corrupt, SO I figure .. fine I will dump all the indexes and I cannot.. I get the ORA-00054: resource busy and acquire with NOWAIT specified or timeout expired, 552, BMC.CORE:BMC_BaseElement So fine, BMC comes back with From the above error it looks like the table/view - 'BMC.CORE:BMC_BaseElement ' is already locked by some query. Like you have executed select for update and has yet not committed/rollback and again fired select query. Kindly have your DBA to unlock the query or rollback before executing your query. They don't tell you how.. just that it needs to be done.. So we figure out that it is locked and then unlocked at about a every 15 seconds, and then not for 10 and then for 15 .. on and off.. constantly.. no ryme nor reason.. Fine.. so we shutdown the db.. and start it back up again.. Everything seems fine.. dropped all indexes.. Yeah... !!! added 4 indexes.. Wham .. Puke puke puke puke.. Failure during SQL operation to the database : ORA-00054: resource busy and acquire with NOWAIT specified or timeout expired (ARERR 552). Failure during SQL operation to the database : 400131300 (ARWARN 552). Failure during SQL operation to the database : 400079600 (ARWARN 552). Failure during SQL operation to the database : 179,1,400079600,400127400,400129200 (ARWARN 552). Index length longer than 255 bytes -- may not work on all databases (ARWARN 8037). This clob in a row, is turning into a FIASCO !!! BMC .. come on... my less than bronze support is not working.. -- Patrick Zandi -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: clob support frustration at support
You might look into the ar.conf parameter Read-Only-Tran-Off From the docs: Causes AR System not to create database transactions when only reading data. Whether this will help or not depends on where the lock is coming from. You can see what has a lock using this: select do.object_name, dbms_rowid.rowid_create(1, ROW_WAIT_OBJ#, ROW_WAIT_FILE#, ROW_WAIT_BLOCK#, ROW_WAIT_ROW#) row_id, 'select * from ' do.object_name ' where rowid = ''' dbms_rowid.rowid_create(1, ROW_WAIT_OBJ#, ROW_WAIT_FILE#, ROW_WAIT_BLOCK#, ROW_WAIT_ROW#) query from v$session s, dba_objects do where s.sid = 54 and s.ROW_WAIT_OBJ# = do.object_id; (attributed to http://knol.google.com/k/oracle-lockshttp://knol.google.com/k/oracle-locks# ) This page also has some good queries to get a list of the locks: http://www.dba-oracle.com/t_ora_00054_locks.htm Axton Grams On Mon, Apr 9, 2012 at 2:16 PM, patrick zandi remedy...@gmail.com wrote: ** I am getting a little frustrated.. Following the Clob in a row doc to put in a row.. after I ran the job, I get alerts in the oracle alert log about the Index is corrupt, SO I figure .. fine I will dump all the indexes and I cannot.. I get the ORA-00054: resource busy and acquire with NOWAIT specified or timeout expired, 552, BMC.CORE:BMC_BaseElement So fine, BMC comes back with From the above error it looks like the table/view - 'BMC.CORE:BMC_BaseElement ' is already locked by some query. Like you have executed select for update and has yet not committed/rollback and again fired select query. Kindly have your DBA to unlock the query or rollback before executing your query. They don't tell you how.. just that it needs to be done.. So we figure out that it is locked and then unlocked at about a every 15 seconds, and then not for 10 and then for 15 .. on and off.. constantly.. no ryme nor reason.. Fine.. so we shutdown the db.. and start it back up again.. Everything seems fine.. dropped all indexes.. Yeah... !!! added 4 indexes.. Wham .. Puke puke puke puke.. Failure during SQL operation to the database : ORA-00054: resource busy and acquire with NOWAIT specified or timeout expired (ARERR 552). Failure during SQL operation to the database : 400131300 (ARWARN 552). Failure during SQL operation to the database : 400079600 (ARWARN 552). Failure during SQL operation to the database : 179,1,400079600,400127400,400129200 (ARWARN 552). Index length longer than 255 bytes -- may not work on all databases (ARWARN 8037). This clob in a row, is turning into a FIASCO !!! BMC .. come on... my less than bronze support is not working.. -- Patrick Zandi _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: clob support frustration at support
yeah, already did that.. found it. .but it was intermittent.. very odd, like 5 times a min for 4 seconds.. but the ars would not allow the drop.. so I decided to shutdown.. and restart.. the oracle. it cleared up.. and it allowed the drop of indexes.. but now I cannot create indexes.. It is what BMC had me do with the clob.. On Mon, Apr 9, 2012 at 3:59 PM, Axton axton.gr...@gmail.com wrote: ** You might look into the ar.conf parameter Read-Only-Tran-Off From the docs: Causes AR System not to create database transactions when only reading data. Whether this will help or not depends on where the lock is coming from. You can see what has a lock using this: select do.object_name, dbms_rowid.rowid_create(1, ROW_WAIT_OBJ#, ROW_WAIT_FILE#, ROW_WAIT_BLOCK#, ROW_WAIT_ROW#) row_id, 'select * from ' do.object_name ' where rowid = ''' dbms_rowid.rowid_create(1, ROW_WAIT_OBJ#, ROW_WAIT_FILE#, ROW_WAIT_BLOCK#, ROW_WAIT_ROW#) query from v$session s, dba_objects do where s.sid = 54 and s.ROW_WAIT_OBJ# = do.object_id; (attributed to http://knol.google.com/k/oracle-lockshttp://knol.google.com/k/oracle-locks# ) This page also has some good queries to get a list of the locks: http://www.dba-oracle.com/t_ora_00054_locks.htm Axton Grams On Mon, Apr 9, 2012 at 2:16 PM, patrick zandi remedy...@gmail.com wrote: ** I am getting a little frustrated.. Following the Clob in a row doc to put in a row.. after I ran the job, I get alerts in the oracle alert log about the Index is corrupt, SO I figure .. fine I will dump all the indexes and I cannot.. I get the ORA-00054: resource busy and acquire with NOWAIT specified or timeout expired, 552, BMC.CORE:BMC_BaseElement So fine, BMC comes back with From the above error it looks like the table/view - 'BMC.CORE:BMC_BaseElement ' is already locked by some query. Like you have executed select for update and has yet not committed/rollback and again fired select query. Kindly have your DBA to unlock the query or rollback before executing your query. They don't tell you how.. just that it needs to be done.. So we figure out that it is locked and then unlocked at about a every 15 seconds, and then not for 10 and then for 15 .. on and off.. constantly.. no ryme nor reason.. Fine.. so we shutdown the db.. and start it back up again.. Everything seems fine.. dropped all indexes.. Yeah... !!! added 4 indexes.. Wham .. Puke puke puke puke.. Failure during SQL operation to the database : ORA-00054: resource busy and acquire with NOWAIT specified or timeout expired (ARERR 552). Failure during SQL operation to the database : 400131300 (ARWARN 552). Failure during SQL operation to the database : 400079600 (ARWARN 552). Failure during SQL operation to the database : 179,1,400079600,400127400,400129200 (ARWARN 552). Index length longer than 255 bytes -- may not work on all databases (ARWARN 8037). This clob in a row, is turning into a FIASCO !!! BMC .. come on... my less than bronze support is not working.. -- Patrick Zandi _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _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: clob support frustration at support
ok, I figured out that the creating multiple indexs on a form, Fails.. but if you add one at a time. it seems ok so far.. On Mon, Apr 9, 2012 at 4:41 PM, patrick zandi remedy...@gmail.com wrote: yeah, already did that.. found it. .but it was intermittent.. very odd, like 5 times a min for 4 seconds.. but the ars would not allow the drop.. so I decided to shutdown.. and restart.. the oracle. it cleared up.. and it allowed the drop of indexes.. but now I cannot create indexes.. It is what BMC had me do with the clob.. On Mon, Apr 9, 2012 at 3:59 PM, Axton axton.gr...@gmail.com wrote: ** You might look into the ar.conf parameter Read-Only-Tran-Off From the docs: Causes AR System not to create database transactions when only reading data. Whether this will help or not depends on where the lock is coming from. You can see what has a lock using this: select do.object_name, dbms_rowid.rowid_create(1, ROW_WAIT_OBJ#, ROW_WAIT_FILE#, ROW_WAIT_BLOCK#, ROW_WAIT_ROW#) row_id, 'select * from ' do.object_name ' where rowid = ''' dbms_rowid.rowid_create(1, ROW_WAIT_OBJ#, ROW_WAIT_FILE#, ROW_WAIT_BLOCK#, ROW_WAIT_ROW#) query from v$session s, dba_objects do where s.sid = 54 and s.ROW_WAIT_OBJ# = do.object_id; (attributed to http://knol.google.com/k/oracle-lockshttp://knol.google.com/k/oracle-locks# ) This page also has some good queries to get a list of the locks: http://www.dba-oracle.com/t_ora_00054_locks.htm Axton Grams On Mon, Apr 9, 2012 at 2:16 PM, patrick zandi remedy...@gmail.comwrote: ** I am getting a little frustrated.. Following the Clob in a row doc to put in a row.. after I ran the job, I get alerts in the oracle alert log about the Index is corrupt, SO I figure .. fine I will dump all the indexes and I cannot.. I get the ORA-00054: resource busy and acquire with NOWAIT specified or timeout expired, 552, BMC.CORE:BMC_BaseElement So fine, BMC comes back with From the above error it looks like the table/view - 'BMC.CORE:BMC_BaseElement ' is already locked by some query. Like you have executed select for update and has yet not committed/rollback and again fired select query. Kindly have your DBA to unlock the query or rollback before executing your query. They don't tell you how.. just that it needs to be done.. So we figure out that it is locked and then unlocked at about a every 15 seconds, and then not for 10 and then for 15 .. on and off.. constantly.. no ryme nor reason.. Fine.. so we shutdown the db.. and start it back up again.. Everything seems fine.. dropped all indexes.. Yeah... !!! added 4 indexes.. Wham .. Puke puke puke puke.. Failure during SQL operation to the database : ORA-00054: resource busy and acquire with NOWAIT specified or timeout expired (ARERR 552). Failure during SQL operation to the database : 400131300 (ARWARN 552). Failure during SQL operation to the database : 400079600 (ARWARN 552). Failure during SQL operation to the database : 179,1,400079600,400127400,400129200 (ARWARN 552). Index length longer than 255 bytes -- may not work on all databases (ARWARN 8037). This clob in a row, is turning into a FIASCO !!! BMC .. come on... my less than bronze support is not working.. -- Patrick Zandi _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy Support Vendors
I can. Rapid Technologies. bill.m...@raptek.com http://www.raptek.com/ They have been a great help to me. They are very nice people to work with, and I've not encountered an issue that they've been unable to resolve. Sam -- Sam Morris Service Assurance Union Pacific Railroad, Omaha NE 402-544-2443 (Office) 402-490-8775 (Cellular) email: s...@up.com Stephen Heider arsshei...@gmail .COM To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject arsl...@arslist. Remedy Support Vendors ORG 09/03/2010 08:40 AM Please respond to arsl...@arslist.o RG ** Hey List, Can you recommend a Remedy support vendor? I am looking for a vendor that has resolved issues which are not simple. Thanks. -- Stephen Remedy Skilled Professional _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ** This message and any attachments contain information from Union Pacific which may be confidential and/or privileged. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this message is strictly prohibited by law. If you receive this message in error, please contact the sender immediately and delete the message and any attachments. ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are inline: graycol.gifinline: pic23165.gifinline: ecblank.gif
Re: Remedy Support Vendors
DEVO TEAM VOYAM LABS...etc From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Stephen Heider Sent: Friday, September 03, 2010 7:10 PM To: arslist@ARSLIST.ORG Subject: Remedy Support Vendors ** Hey List, Can you recommend a Remedy support vendor? I am looking for a vendor that has resolved issues which are not simple. Thanks. -- Stephen Remedy Skilled Professional _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ CONFIDENTIALITY CAUTION/DISCLAIMER Transmission of this email is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any action in reliance upon this information by the person or entity other than the intended recipient is prohibited and would be at their risk and responsibility. While Adea takes adequate protection against viruses, neither the sender of this mail nor Adea accepts any responsibility or liability for interception, corruption, delay or any virus introduced by this e-mail or any attachment. If you are not the intended recipient or if you have received this in error, please delete this email with attachments, if any, and inform the sender. Thank you for your understanding and co-operation ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Remedy Support Vendors
All vendors have junior and senior personnel What you have to make sure is that the vendor has senior personnel, where senior means at least 5 years of relevant and active experience Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Stephen Heider [arsshei...@gmail.com] Sent: Friday, September 03, 2010 9:39 AM To: arslist@ARSLIST.ORG Subject: Remedy Support Vendors ** Hey List, Can you recommend a Remedy support vendor? I am looking for a vendor that has resolved issues which are not simple. Thanks. -- Stephen Remedy Skilled Professional _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Remedy Support Vendors
Another thing to consider is how good your internal Remedy team are. If they can handle everything with the possible exception of defects in BMC's software, then your best route would probably be to work with BMC directly. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Stephen Heider Sent: Friday, September 03, 2010 8:40 AM To: arslist@ARSLIST.ORG Subject: Remedy Support Vendors ** Hey List, Can you recommend a Remedy support vendor? I am looking for a vendor that has resolved issues which are not simple. Thanks. -- Stephen Remedy Skilled Professional _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Remedy Support Vendors
And for right or wrong, some folks rely on the ARS List instead of support. Dave From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, September 03, 2010 10:01 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Vendors ** Another thing to consider is how good your internal Remedy team are. If they can handle everything with the possible exception of defects in BMC's software, then your best route would probably be to work with BMC directly. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Stephen Heider Sent: Friday, September 03, 2010 8:40 AM To: arslist@ARSLIST.ORG Subject: Remedy Support Vendors ** Hey List, Can you recommend a Remedy support vendor? I am looking for a vendor that has resolved issues which are not simple. Thanks. -- Stephen Remedy Skilled Professional _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Remedy Support Vendors
Sometimes it's best to do both. I've found solutions both ways. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shellman, David Sent: Friday, September 03, 2010 9:06 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Vendors ** And for right or wrong, some folks rely on the ARS List instead of support. Dave From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, September 03, 2010 10:01 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Vendors ** Another thing to consider is how good your internal Remedy team are. If they can handle everything with the possible exception of defects in BMC's software, then your best route would probably be to work with BMC directly. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Stephen Heider Sent: Friday, September 03, 2010 8:40 AM To: arslist@ARSLIST.ORG Subject: Remedy Support Vendors ** Hey List, Can you recommend a Remedy support vendor? I am looking for a vendor that has resolved issues which are not simple. Thanks. -- Stephen Remedy Skilled Professional _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Remedy Support Vendors
I don't know if they still do Remedy support or not but we used IBM for a while. I thought they were great, but I didn't know a lot (still learning). They were patient and explained the background to all the fixes. They really dug into stuff that I didn't expect them to. They also introduced me to a several troubleshooting tools. For the level I was at, it was almost like a troubleshooting training class for every issue. I didn't submit things willy-nilly; I did my own research and testing and multiple attempts at fixes before contacting them. Maybe that is why they were willing to give so much time They were never exasperated with my lack of knowledge. The reason I was so surprised by their effort - the previous year we used a different company and the answer for almost anything, even using the OOB config tools, was 'that isn't the typical install, we don't support it'. That company is no longer in business of any kind. On Sep 3, 6:39 am, Stephen Heider arsshei...@gmail.com wrote: Hey List, Can you recommend a Remedy support vendor? I am looking for a vendor that has resolved issues which are not simple. Thanks. -- Stephen Remedy Skilled Professional ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Allow support staff to edit all Incident Tickets
Having a similar issue in 7.1. When system was originally built they enabled multi-tenancy and all the support groups wanted access to move all the tickets. Then they complain that their own data needs to be private. :s Sincerely, Robert Fults Remedy Admin/Dev. Florida International University Email: rfu...@fiu.edu http://uts.fiu.edu -Original Message- From: remedy lee [mailto:haeyoon@gmail.com] Sent: Tuesday, June 15, 2010 10:51 PM Subject: Re: Allow support staff to edit all Incident Tickets You don't need to create a filter for that workflow. You can set the assignment configuration to set Incident Owner as Help Desk for all tickets. On Jun 15, 6:37 pm, Martinez, Marcelo A marc...@cpchem.com wrote: I was recently working on something similar (ITSM 7.0.03). In my org, the help desk is the only support group which can re-assign and update anyone else's tickets. We do not allow every support group to edit every ticket; they can view all tickets but not edit them. I have not given the help desk incident master permission either; what I did was create a filter which sets the help desk as the incident owner when the ticket is submitted (the owner fields are hidden). The reason I don't grant the help desk incident master permission is because I do not want them to have the ability to delete incident records. I am not sure if the owner fields are still there in 7.5... Marcelo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tricia Sent: Tuesday, June 15, 2010 4:30 PM To: arsl...@arslist.org Subject: Allow support staff to edit all Incident Tickets Hi Everyone, We have rolled out Remedy ITSM 7.5 to the users in April. We are now doing follow-up feedback to see what the users like and dislike. One constant is they want to be able to update and transfer Incident tickets no matter what queue it is in. For example if the Service Desk has a ticket assigned to them but Tier 2 has an update, Tier 2 can update the ticket directly. Very similar to the way they worked in 6.3. Can anyone help me accomplish this without giving everyone Incident Master permissions? Thanks, Tricia __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Allow support staff to edit all Incident Tickets
I was recently working on something similar (ITSM 7.0.03). In my org, the help desk is the only support group which can re-assign and update anyone else's tickets. We do not allow every support group to edit every ticket; they can view all tickets but not edit them. I have not given the help desk incident master permission either; what I did was create a filter which sets the help desk as the incident owner when the ticket is submitted (the owner fields are hidden). The reason I don't grant the help desk incident master permission is because I do not want them to have the ability to delete incident records. I am not sure if the owner fields are still there in 7.5... Marcelo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tricia Sent: Tuesday, June 15, 2010 4:30 PM To: arslist@ARSLIST.ORG Subject: Allow support staff to edit all Incident Tickets Hi Everyone, We have rolled out Remedy ITSM 7.5 to the users in April. We are now doing follow-up feedback to see what the users like and dislike. One constant is they want to be able to update and transfer Incident tickets no matter what queue it is in. For example if the Service Desk has a ticket assigned to them but Tier 2 has an update, Tier 2 can update the ticket directly. Very similar to the way they worked in 6.3. Can anyone help me accomplish this without giving everyone Incident Master permissions? Thanks, Tricia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Allow support staff to edit all Incident Tickets
You don't need to create a filter for that workflow. You can set the assignment configuration to set Incident Owner as Help Desk for all tickets. On Jun 15, 6:37 pm, Martinez, Marcelo A marc...@cpchem.com wrote: I was recently working on something similar (ITSM 7.0.03). In my org, the help desk is the only support group which can re-assign and update anyone else's tickets. We do not allow every support group to edit every ticket; they can view all tickets but not edit them. I have not given the help desk incident master permission either; what I did was create a filter which sets the help desk as the incident owner when the ticket is submitted (the owner fields are hidden). The reason I don't grant the help desk incident master permission is because I do not want them to have the ability to delete incident records. I am not sure if the owner fields are still there in 7.5... Marcelo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tricia Sent: Tuesday, June 15, 2010 4:30 PM To: arsl...@arslist.org Subject: Allow support staff to edit all Incident Tickets Hi Everyone, We have rolled out Remedy ITSM 7.5 to the users in April. We are now doing follow-up feedback to see what the users like and dislike. One constant is they want to be able to update and transfer Incident tickets no matter what queue it is in. For example if the Service Desk has a ticket assigned to them but Tier 2 has an update, Tier 2 can update the ticket directly. Very similar to the way they worked in 6.3. Can anyone help me accomplish this without giving everyone Incident Master permissions? Thanks, Tricia ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Customer Support 5.6 and the future
I am and plan to try. I will post my findings as they become available. Axton On Tue, Aug 4, 2009 at 2:41 AM, Jarl Grøneng jarl.gron...@gmail.com wrote: Hi, Anyone using Customer Support 5.6 and looking into upgrading to ar system 7.5? From how I see it; CS 5.6 does not run on 7.5 since SLA does not run on 7.5, and SLM is not compatible with CS 5.6. Regards, Jarl ___ 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: Customer Support 5.6 and the future
Maybe it will work itself out with ars 7.6 ? On Tue, Aug 4, 2009 at 3:41 AM, Jarl Grøneng jarl.gron...@gmail.com wrote: Hi, Anyone using Customer Support 5.6 and looking into upgrading to ar system 7.5? From how I see it; CS 5.6 does not run on 7.5 since SLA does not run on 7.5, and SLM is not compatible with CS 5.6. Regards, Jarl ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Customer Support 5.6 and the future
Oh yeah - good luck on that one Jarl. From my (very old) recollections BMC never really intended to do much of anything with CS. In some conversations with product managers at a RUG I did discover that the intention was to take some of the workflow and incorporate it over to the ITSM suite. You can see some of this in various places throughout ITSM with multi-tenancy, inbound/outbound customer communication workflow and maybe some of the generic catalog settings. So I think that they just sort of hoped that those of us who were using CS would slowly get the clue to migrate over to ITSM once they got up to the 7.x ARS version and use whatever is available there. I also think the real problem is that there were so very few customers even using CS that it wasn't cost effective for them to continue to try to keep it as a separate product. I do, however, recall at one point asking about the possibility of upgrading to 7.x ARS using ITSM 6.x and CS 5.6 and was told I would still need to keep those environments separate. So I think in terms of CS 5.6 being supported on 7.5 - you might be able to get it to work, but in terms of ongoing support I doubt hardly anyone left at BMC support will even remember it. I am not supporting that environment anymore so unfortunately I can't even tell you what the potential pitfalls might be, but I wish you much luck. I will be interested in any other comments you get on this topic. Candace -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng Sent: Tuesday, August 04, 2009 12:42 AM To: arslist@ARSLIST.ORG Subject: Customer Support 5.6 and the future Hi, Anyone using Customer Support 5.6 and looking into upgrading to ar system 7.5? From how I see it; CS 5.6 does not run on 7.5 since SLA does not run on 7.5, and SLM is not compatible with CS 5.6. Regards, Jarl ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: 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)
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: Renaming Support Group Name
If you are on version 7.1 the Data Management Wizard can do this for you relatively easily. --- J.T. Shyman _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Steven Iocco Sent: Tuesday, February 17, 2009 1:00 PM To: arslist@ARSLIST.ORG Subject: Renaming Support Group Name Hi all. In the process of changing a support group name from X to Y. Wondering if anyone has done this before and can comment on the gotcha's during the process. I assume there is more then one place where I need to make this change. Any help is appreciated. Thanks Steve __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Renaming Support Group Name
Great. Is this data management tool available in patch 9005? Thanks in advance. Steve Date: Tue, 17 Feb 2009 13:01:15 -0500From: jshy...@columnit.comsubject: Re: Renaming Support Group NameTo: arsl...@arslist.org** If you are on version 7.1 the Data Management Wizard can do this for you relatively easily. --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Steven IoccoSent: Tuesday, February 17, 2009 1:00 PMTo: arsl...@arslist.orgsubject: Renaming Support Group Name Hi all. In the process of changing a support group name from X to Y. Wondering if anyone has done this before and can comment on the gotcha's during the process. I assume there is more then one place where I need to make this change. Any help is appreciated.ThanksSteve__Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Renaming Support Group Name
Yes, that is it. Make sure you get the latest one. The first release, DM 1.00.00 didn't have the wizard. The updated version DM 1.00.01 does. --- J.T. Shyman _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Steven Iocco Sent: Tuesday, February 17, 2009 1:03 PM To: arslist@ARSLIST.ORG Subject: Re: Renaming Support Group Name Great. Is this data management tool available in patch 9005? Thanks in advance. Steve _ Date: Tue, 17 Feb 2009 13:01:15 -0500 From: jshy...@columnit.com Subject: Re: Renaming Support Group Name To: arslist@ARSLIST.ORG ** If you are on version 7.1 the Data Management Wizard can do this for you relatively easily. --- J.T. Shyman _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Steven Iocco Sent: Tuesday, February 17, 2009 1:00 PM To: arslist@ARSLIST.ORG Subject: Renaming Support Group Name Hi all. In the process of changing a support group name from X to Y. Wondering if anyone has done this before and can comment on the gotcha's during the process. I assume there is more then one place where I need to make this change. Any help is appreciated. Thanks Steve __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM Support Group Roles Help
The only functional significance I am aware of is the Help Desk role is used to set an Incident Owner if an owner assignment rule is not present. See the Inc User guide in the section on Understanding incident ownership. As far as I can tell the other roles are informational. I would be interested in learning otherwise. Regards, Chuck Baldi On Wed, Feb 11, 2009 at 3:26 PM, Mark Lev mark@rightstarsystems.comwrote: Hi All, I am trying to find Remedy definition and functional significance of the Support Group Roles: Help Desk Tier 1 Tier 2 Tier 3 Line of Business An understanding of the rules/Workflow that ITSM uses based on group role would helpful too. I have not found this in any documentation, but I hopefully just missed it. Can anyone help? ARS 7.1 ITSM 7.0.3 All latest patches Windows SQL Thanks, Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM Support Group Roles Help
Chuck, That is correct from my understanding as well. Tier 1 to Tier x is a process function and not a function of the tool. At times companies will use the escalated designation to mean escalated to a tier 2 from a tier 1 and not management. I someone knows differently please enlighten me. hbr On Wed, Feb 11, 2009 at 4:03 PM, Charles Baldi charles.ba...@gmail.comwrote: ** The only functional significance I am aware of is the Help Desk role is used to set an Incident Owner if an owner assignment rule is not present. See the Inc User guide in the section on Understanding incident ownership. As far as I can tell the other roles are informational. I would be interested in learning otherwise. Regards, Chuck Baldi On Wed, Feb 11, 2009 at 3:26 PM, Mark Lev mark@rightstarsystems.com wrote: Hi All, I am trying to find Remedy definition and functional significance of the Support Group Roles: Help Desk Tier 1 Tier 2 Tier 3 Line of Business An understanding of the rules/Workflow that ITSM uses based on group role would helpful too. I have not found this in any documentation, but I hopefully just missed it. Can anyone help? ARS 7.1 ITSM 7.0.3 All latest patches Windows SQL Thanks, Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ -- 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: RMI Solutions ARSlist: Where the Answers Are
