Remedy Support Site

[Pargeter, Christie :CO IS]

I am trying to submit a support call on the web to Remedy but I am getting the 
following error.
 
Country Name and Country Code are required to save the Issue (ARERR1)
 
Any ideas how I can fill in these 2 fields?  I have looked at my profile and it 
doesn't ask anything about what country I am in.  Neither does the ticket show 
these fields.
 
Also, I tried to submit this through email and it has been over an hour and I 
still haven't gotten a confirmation that the ticket was submitted.  How long 
should this take?
 
 
  _  


Christie Pargeter 
Legacy Health System  
IS - Programming
SR Technical Analyst
[EMAIL PROTECTED]   
  System Office 
tel: 503-415-5149   
  

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Re: Remedy Support Site

[Schon, Stuart]

Using IE7 - Once the patch version is selected, but before commencement
of the download we have to disable the proxy in IE settings. Once this
is done the download will complete successfully otherwise it just hangs

Regards
Stuart Schon

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pargeter, Christie
Sent: 28 November 2007 09:39
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site

Still getting Done, but with errors on page.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Tuesday, November 27, 2007 2:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site

Double check to make sure you don't have popups blocked



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pargeter, Christie
Sent: Tuesday, November 27, 2007 4:19 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Support Site

Hi All - I was trying to download a patch today from the Remedy site but
I cannot get to the patches page.  (I cannot get to the screen where you
key in which patch number you want).  I managed to get an extremely nice
co-worker (yes, he does read this list too) to download the patch for
me.  But I was wondering if anyone knows what  IE settings I need to
have to get into the site.

Thanks

Failing on :
http://support.bmc.com/arsys/apps/remcspenu.bmc.com/Patch/CS%3APatch/web
/?cacheid=76981cd6



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Re: Remedy Support Site

[Pargeter, Christie]

Still getting Done, but with errors on page.

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Grooms, Frederick W
Sent: Tuesday, November 27, 2007 2:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site

Double check to make sure you don't have popups blocked



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Pargeter, Christie
Sent: Tuesday, November 27, 2007 4:19 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Support Site

Hi All - I was trying to download a patch today from the Remedy site but I 
cannot get to the patches page.  (I cannot get to the screen where you key in 
which patch number you want).  I managed to get an extremely nice co-worker 
(yes, he does read this list too) to download the patch for me.  But I was 
wondering if anyone knows what  IE settings I need to have to get into the site.

Thanks

Failing on :
http://support.bmc.com/arsys/apps/remcspenu.bmc.com/Patch/CS%3APatch/web
/?cacheid=76981cd6


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Re: Remedy Support Site

[Grooms, Frederick W]

Double check to make sure you don't have popups blocked



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pargeter, Christie
Sent: Tuesday, November 27, 2007 4:19 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Support Site

Hi All - I was trying to download a patch today from the Remedy site but
I cannot get to the patches page.  (I cannot get to the screen where you
key in which patch number you want).  I managed to get an extremely nice
co-worker (yes, he does read this list too) to download the patch for
me.  But I was wondering if anyone knows what  IE settings I need to
have to get into the site.
 
Thanks
 
Failing on :
http://support.bmc.com/arsys/apps/remcspenu.bmc.com/Patch/CS%3APatch/web
/?cacheid=76981cd6
 

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Remedy Support Site

[Pargeter, Christie]

Hi All - I was trying to download a patch today from the Remedy site but I 
cannot get to the patches page.  (I cannot get to the screen where you key in 
which patch number you want).  I managed to get an extremely nice co-worker 
(yes, he does read this list too) to download the patch for me.  But I was 
wondering if anyone knows what  IE settings I need to have to get into the site.

Thanks

Failing on : 
http://support.bmc.com/arsys/apps/remcspenu.bmc.com/Patch/CS%3APatch/web/?cacheid=76981cd6



Christie Pargeter
Weyerhaeuser
Documentation & Training
[EMAIL PROTECTED] 
  Portland, OR
tel: 503-574-3571
fax: 253-928-1072


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Re: Remedy Support Site

[Susan Palmer]

Seems to be up now.

Susan


On 3/7/07, Bruce Scott <[EMAIL PROTECTED]> wrote:


** I can't get that far.  It seems to have been down for the last couple
of hours.

Thanks,
Bruce


 --
*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *David Yearsley
*Sent:* Wednesday, March 07, 2007 10:44 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Remedy Support Site


** Is the Remedy Support Site having problems?

I can open the Support page, but when I try and login the login screen
won't open.
__20060125___This posting was submitted with HTML in
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Re: Remedy Support Site

[Rick Cook]

Maybe that means they're doing some enhancements, though it would seem
non-friendly to implement in the middle of the customer's workday.
 
Rick 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott
Sent: Wednesday, March 07, 2007 12:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site


** 
I can't get that far.  It seems to have been down for the last couple of
hours.
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Yearsley
Sent: Wednesday, March 07, 2007 10:44 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Support Site


** 
Is the Remedy Support Site having problems?
 
I can open the Support page, but when I try and login the login screen won't
open.
__20060125___This posting was submitted with HTML in
it___ 
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The information contained in this electronic mail message, including
attachments, if any, is PetSmart confidential information.  It is intended
only for the use of the person(s) named above.  If the reader of this
message is not the intended recipient, or has received this message in
error, you are hereby notified that any review, dissemination, distribution
or copying of this communication is strictly prohibited.  If you are not the
intended recipient or have received this message in error, please notify the
sender via e-mail and promptly delete the original message.
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Re: Remedy Support Site

[Eric Cleereman (IT)]

I'm currently using it with no issues.  From where I sit, it appears to be up.  
What kind of problem are you seeing?
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Bruce Scott
Sent: Wednesday, March 07, 2007 3:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site


** 
I can't get that far.  It seems to have been down for the last couple of hours.
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of David Yearsley
Sent: Wednesday, March 07, 2007 10:44 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Support Site


** 
Is the Remedy Support Site having problems?
 
I can open the Support page, but when I try and login the login screen won't 
open.
__20060125___This posting was submitted with HTML in it___ 
  _  

The information contained in this electronic mail message, including 
attachments, if any, is PetSmart confidential information.  It is intended only 
for the use of the person(s) named above.  If the reader of this message is not 
the intended recipient, or has received this message in error, you are hereby 
notified that any review, dissemination, distribution or copying of this 
communication is strictly prohibited.  If you are not the intended recipient or 
have received this message in error, please notify the sender via e-mail and 
promptly delete the original message.
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Re: Remedy Support Site

[Pierson, Shawn]

All of BMC's network seems to be down.  We have a professional services
guy here who couldn't get into his VPN or webmail either.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Yearsley
Sent: Wednesday, March 07, 2007 11:44 AM
To: arslist@ARSLIST.ORG
    Subject: Remedy Support Site


**
    Is the Remedy Support Site having problems?

I can open the Support page, but when I try and login the login
screen won't open.
__20060125___This posting was submitted with
HTML in it___


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Re: Remedy Support Site

[Bruce Scott]

I can't get that far.  It seems to have been down for the last couple of
hours.
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Yearsley
Sent: Wednesday, March 07, 2007 10:44 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Support Site


** 
Is the Remedy Support Site having problems?
 
I can open the Support page, but when I try and login the login screen
won't open.
__20060125___This posting was submitted with HTML in
it___ 

#
The information contained in this electronic mail message, including 
attachments, if any, is PetSmart confidential information.  It is intended only 
for the use of the person(s) named above.  If the reader of this message is not 
the intended recipient, or has received this message in error, you are hereby 
notified that any review, dissemination, distribution or copying of this 
communication is strictly prohibited.  If you are not the intended recipient or 
have received this message in error, please notify the sender via e-mail and 
promptly delete the original message.
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Remedy Support Site

[David Yearsley]

Is the Remedy Support Site having problems?
 
I can open the Support page, but when I try and login the login screen won't 
open.

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Re: BMC Remedy Support Site Problems

[Michiel Beijen]

Michelle,

The thing is that when you close your firefox browser and switch to IE you
would still have the same IP address? I guess what you found is not related
to this specific issue.

To make sure I will not have problems with the Support site I use the ietab
extension in Firefox and set that bmc.com would always use ie as the default
rendering engine. This way I can use all functionality on the BMC site from
a Firefox tab.
http://ietab.mozdev.org/screenshots.html

Kind regards,

Michiel

On 1/11/07, Lucero, Michelle - IST contractor <[EMAIL PROTECTED]>
wrote:


David,

It appears that part of the support site is on Mid-Tier 6.3 patch 16.

Not sure if this could be related or not.
On page 9 of the 7.0.01 Release Notes, the "What's New in AR System
7.0.01" section states "IP Address change no longer requiring [requires]
a new login"

Michelle

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Thursday, January 11, 2007 2:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Remedy Support Site Problems

Hi Scott,

  I have the same issues (exception caught while searching) as you since
I use Firefox 2.0 as my default browser.  You can do most of the mundane
tasks (e.g. looking for documentation, compatibility, policies, etc.) on
Support Central in Firefox, but for some actions (mainly the ones that
go through a programmatic interface like searches, patch download, case
lookup, etc.), you have to be in IE.

  Somewhat good news is that you don't need to wait a whole hour for the
timeout - you can override option after 15 minutes when you open up IE.
I not really sure why they are detecting the browsers as different IP
addresses.  I've reported this issue internally but did not receive any
response.

-David J. Easter
Sr. Product Manager, Service Management Business Unit

BMC Software, Inc.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Philben
Sent: Thursday, January 11, 2007 12:10 PM
To: arslist@ARSLIST.ORG
Subject: BMC Remedy Support Site Problems

Has anyone ever tried to search the knowledge base on the BMC Remedy
support site (I know, the odds of actually getting something usefull is
pretty small but I tried anyway) and gotten an error message back
starting with:

caught exception
blah blah blah

document.body.insertAdjeacentHTML is not a function... AT:
yadda yadda for 8 more lines (!).

I am using Firefox 1.5.0.9 so that may be the issue.

Secondly. When I decided to switch to IE to try again. I was informed by
the site that I was logged in from a different computer.

Doh! I didn't think that would matter but I logged out of Firefox anyway
and tried again.

No Dice. I guess I have to wait for my license to time out.

Interestingly, when I was redirected to the:

ARERR [9084]
User is currently connected from another machine

page, I noticed that it still bore the square Remedy "R" logo and the
familiar green header graphic. Guess BMC forgot about that page.


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Re: BMC Remedy Support Site Problems

[Lucero, Michelle - IST contractor]

David, 

It appears that part of the support site is on Mid-Tier 6.3 patch 16.  

Not sure if this could be related or not.
On page 9 of the 7.0.01 Release Notes, the "What's New in AR System
7.0.01" section states "IP Address change no longer requiring [requires]
a new login"

Michelle

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Thursday, January 11, 2007 2:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Remedy Support Site Problems

Hi Scott,

  I have the same issues (exception caught while searching) as you since
I use Firefox 2.0 as my default browser.  You can do most of the mundane
tasks (e.g. looking for documentation, compatibility, policies, etc.) on
Support Central in Firefox, but for some actions (mainly the ones that
go through a programmatic interface like searches, patch download, case
lookup, etc.), you have to be in IE.

  Somewhat good news is that you don't need to wait a whole hour for the
timeout - you can override option after 15 minutes when you open up IE.
I not really sure why they are detecting the browsers as different IP
addresses.  I've reported this issue internally but did not receive any
response.

-David J. Easter
Sr. Product Manager, Service Management Business Unit

BMC Software, Inc.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Philben
Sent: Thursday, January 11, 2007 12:10 PM
To: arslist@ARSLIST.ORG
Subject: BMC Remedy Support Site Problems

Has anyone ever tried to search the knowledge base on the BMC Remedy
support site (I know, the odds of actually getting something usefull is
pretty small but I tried anyway) and gotten an error message back
starting with:

caught exception
blah blah blah

document.body.insertAdjeacentHTML is not a function... AT:
yadda yadda for 8 more lines (!).

I am using Firefox 1.5.0.9 so that may be the issue.

Secondly. When I decided to switch to IE to try again. I was informed by
the site that I was logged in from a different computer.

Doh! I didn't think that would matter but I logged out of Firefox anyway
and tried again.

No Dice. I guess I have to wait for my license to time out.

Interestingly, when I was redirected to the:

ARERR [9084]
User is currently connected from another machine  

page, I noticed that it still bore the square Remedy "R" logo and the
familiar green header graphic. Guess BMC forgot about that page.


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Re: BMC Remedy Support Site Problems

[Lucero, Michelle - IST contractor]

Hi, Scott:

I don't think my email made it.  Sorry if you guys see this twice.

I have been having multiple issues with the support site for sometime.
I don't have any of the log in issues from a few months ago.  However, I
receive RPC errors when attempting to view any cases.  The Dev Community
download search doesn't work.  

Today, I'm receiving the following errors pop-up in a dialog when
attempting to view the next chunk of Resolved issues:  

"Failed to connect to ServletExec
Group=hou-remprd-03
Address=an IP address at port 
The error number is 146"

Hopefully, the issues we're having in the last hour are just temporary.

Thanks,
Michelle
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Philben
Sent: Thursday, January 11, 2007 2:10 PM
To: arslist@ARSLIST.ORG
Subject: BMC Remedy Support Site Problems

Has anyone ever tried to search the knowledge base on the BMC Remedy
support site (I know, the odds of actually getting something usefull is
pretty small but I tried anyway) and gotten an error message back
starting with:

caught exception
blah blah blah

document.body.insertAdjeacentHTML is not a function... AT:
yadda yadda for 8 more lines (!).

I am using Firefox 1.5.0.9 so that may be the issue.

Secondly. When I decided to switch to IE to try again. I was informed by
the site that I was logged in from a different computer.

Doh! I didn't think that would matter but I logged out of Firefox anyway
and tried again.

No Dice. I guess I have to wait for my license to time out.

Interestingly, when I was redirected to the:

ARERR [9084] 
User is currently connected from another machine  

page, I noticed that it still bore the square Remedy "R" logo and the
familiar green header graphic. Guess BMC forgot about that page.


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Re: BMC Remedy Support Site Problems

[Easter, David]

Hi Scott,

  I have the same issues (exception caught while searching) as you since
I use Firefox 2.0 as my default browser.  You can do most of the mundane
tasks (e.g. looking for documentation, compatibility, policies, etc.) on
Support Central in Firefox, but for some actions (mainly the ones that
go through a programmatic interface like searches, patch download, case
lookup, etc.), you have to be in IE.

  Somewhat good news is that you don't need to wait a whole hour for the
timeout - you can override option after 15 minutes when you open up IE.
I not really sure why they are detecting the browsers as different IP
addresses.  I've reported this issue internally but did not receive any
response.

-David J. Easter
Sr. Product Manager, Service Management Business Unit

BMC Software, Inc.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Philben
Sent: Thursday, January 11, 2007 12:10 PM
To: arslist@ARSLIST.ORG
Subject: BMC Remedy Support Site Problems

Has anyone ever tried to search the knowledge base on the BMC Remedy
support site (I know, the odds of actually getting something usefull is
pretty small but I tried anyway) and gotten an error message back
starting with:

caught exception
blah blah blah

document.body.insertAdjeacentHTML is not a function... AT:
yadda yadda for 8 more lines (!).

I am using Firefox 1.5.0.9 so that may be the issue.

Secondly. When I decided to switch to IE to try again. I was informed by
the site that I was logged in from a different computer.

Doh! I didn't think that would matter but I logged out of Firefox anyway
and tried again.

No Dice. I guess I have to wait for my license to time out.

Interestingly, when I was redirected to the:

ARERR [9084]
User is currently connected from another machine  

page, I noticed that it still bore the square Remedy "R" logo and the
familiar green header graphic. Guess BMC forgot about that page.


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Re: BMC Remedy Support Site Problems

[Michelle L]

I just attempted to search for an old case on the support site and received 
the following error dialog:

"Failed to connect to ServletExec
Group=hou-remprd-03
Address=an IP address at port 
The error number is 146"

Sigh,
Michelle

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BMC Remedy Support Site Problems

[Scott Philben]

Has anyone ever tried to search the knowledge base on the BMC Remedy support 
site (I know, the odds of actually getting something usefull is pretty small 
but I tried anyway) and gotten an error message back starting with:

caught exception
blah blah blah

document.body.insertAdjeacentHTML is not a function... AT:
yadda yadda for 8 more lines (!).

I am using Firefox 1.5.0.9 so that may be the issue.

Secondly. When I decided to switch to IE to try again. I was informed by the 
site that I was logged in from a different computer.

Doh! I didn't think that would matter but I logged out of Firefox anyway and 
tried again.

No Dice. I guess I have to wait for my license to time out.

Interestingly, when I was redirected to the:

ARERR [9084] 
User is currently connected from another machine  

page, I noticed that it still bore the square Remedy "R" logo and the familiar 
green header graphic. Guess BMC forgot about that page.

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Re: Remedy Support Site - Fixed? Endless Loop: Documents?

[Katherine Hoffner]

**
HI,
I was also getting frustrated with the lack of Remedy choices in the knowledge base or ticket submittal.  I also put in a ticket and I got a reply.  Below is the reply. Note I had to remove the pictures.  They were only screen shots.  The description in the instructions will tell you where to go anyway.  I hope this helps.

 
Katherine
 
 
 
 
 
Following up on your case opened with BMC Software.
 "If I need to look up help in the knowledge base or even put in an incident like this one...which product do I choose when I dont see anything that says BMC Remedy or Remedy.  I picked a product that I do not have just so I can submit this ticket."

 Reply
 
Keep in mind that BMC Support Central is still in transition.
·
 Remedy and Marimba 
o
    Are converted
·
 BMC Heritage Products
o
    Are not converted 
o
    Date for conversion to be complete - 11/20/2006
 
After you login you should see a screen something like this.
 I removed the picture...you probably know how to get to the knowledge base screen


 When you select Knowledge Base you will be presented with the following screen.
Note there are TWO entry points:
· 
BMC Software Heritage Customers
·
 Remedy and Marimba Heritage Customers

If you want Remedy then you need to pick that one.
  Again I removed the picture.  

 When you select Issue Management you will be presented with the following screen.

Note there are TWO entry points:
· 
BMC Software Heritage Customers
·
 Remedy and Marimba Heritage Customers
 
If you want Remedy then you need to pick that one.
 
On 11/20/2006 the transition is scheduled to be complete.
 
On 11/2/06, Rick Cook <[EMAIL PROTECTED]> wrote:
** 
I wonder if those are Magic version #s.
 
Rick 

On 11/2/06, McKenzie, James J C-E LCMC HQISEC/L3 <
[EMAIL PROTECTED]> wrote: 
** 

David:   Testing maybe?   James McKenzie L-3 GSI 
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David 
Sent: Thursday, November 02, 2006 11:24 AM To: arslist@ARSLIST.ORG 
Subject: Re: Remedy Support Site - Fixed? Endless Loop: Documents? 
** > Any ideas?   Yup.  It's a goof/glitch.  There is no Version 9.9.08 or 9.9.09.   
-David J. Easter Sr. Product Manager, Service Management Business Unit   BMC Software, Inc.   

 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Michael Worts 
Sent: Thursday, November 02, 2006 12:57 AM To: arslist@ARSLIST.ORG 
Subject: Re: Remedy Support Site - Fixed? Endless Loop: Documents? 
** If you click on 'Product Documentation' link and then 'A-Z Supported List' and search for "BMC(r) Remedy(r) Service Desk Application & AR System", you will find we have 2 new versions: 

Remedy(r) Help Desk & AR System (Version 9.9.08) and Remedy(r) Help Desk & AR System (Version 9.9.09) 
Any ideas? 
Mike. 
Michael Worts Remedy Specialist IGS, Business Consulting Services ITIL Service Manager Certified Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet: 
[EMAIL PROTECTED] 
Rick Cook <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" < 
arslist@ARSLIST.ORG> 
01/11/2006 18:30 Please respond to arslist@ARSLIST.ORG 
    
To     arslist@ARSLIST.ORG cc
     Subject     Re: Remedy Support Site - Fixed? Endless Loop: Documents?   
        
** After you log in, there is a "Product Documentation" link on the left side of the page.  Unfortunately, it isn't as comprehensive in terms of past releases as the old page was.  For instance, CMDB only lists version 
2.0.  Be aware that if you select "Remedy x", it will give you pre-7.0 versions, while "BMC Remedy x" will give you the current ones.  It needs to be easier to use than that, for sure. 

  Rick 
On 11/1/06, Lisa Doue <[EMAIL PROTECTED] <
 mailto:[EMAIL PROTECTED]> > wrote: ** Hi, 
I've been trying to locate the Remedy product documents on the new site.  A couple of weeks ago, they were very easy to locate and download from the 'Documents' link.  Now that the site has been changed, I can't find them.  I called support and the person at the front line (apparently in the Texas 'call center') was unable to find them either.  A ticket was logged but hasn't been responded to yet.  Has anyone been able to locate the Remedy Document set on the new BMC site? 

Any help would be appreciated.  
Lisa Doue Remedy Consultant 
Bob Rowe <[EMAIL PROTECTED] <
 mailto:[EMAIL PROTECTED]> > wrote: ** This morning while trying to get to the knowledge base area of the support site, I got an error saying I was logged on from another location while I was not. When I got irritated enough by that after a number of tries, I attempted to submit a t

Re: Remedy Support Site - Fixed? Endless Loop: Documents?

[Rick Cook]

**
I wonder if those are Magic version #s.
 
Rick 
On 11/2/06, McKenzie, James J C-E LCMC HQISEC/L3 <[EMAIL PROTECTED]> wrote:
** 

David:   Testing maybe?   James McKenzie L-3 GSI 
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
 Sent: Thursday, November 02, 2006 11:24 AM To: arslist@ARSLIST.ORG
 Subject: Re: Remedy Support Site - Fixed? Endless Loop: Documents? 
** > Any ideas?   Yup.  It's a goof/glitch.  There is no Version 9.9.08 or 9.9.09.   
-David J. Easter Sr. Product Manager, Service Management Business Unit   BMC Software, Inc.   

 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Michael Worts
 Sent: Thursday, November 02, 2006 12:57 AM To: arslist@ARSLIST.ORG
 Subject: Re: Remedy Support Site - Fixed? Endless Loop: Documents? 
** If you click on 'Product Documentation' link and then 'A-Z Supported List' and search for "BMC(r) Remedy(r) Service Desk Application & AR System", you will find we have 2 new versions: 

Remedy(r) Help Desk & AR System (Version 9.9.08) and Remedy(r) Help Desk & AR System (Version 9.9.09) 
Any ideas? 
Mike. 
Michael Worts Remedy Specialist IGS, Business Consulting Services ITIL Service Manager Certified Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet: 
[EMAIL PROTECTED] 
Rick Cook <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" <
arslist@ARSLIST.ORG> 
01/11/2006 18:30 Please respond to arslist@ARSLIST.ORG
     
To     arslist@ARSLIST.ORG cc
     Subject     Re: Remedy Support Site - Fixed? Endless Loop: Documents?   
        
** After you log in, there is a "Product Documentation" link on the left side of the page.  Unfortunately, it isn't as comprehensive in terms of past releases as the old page was.  For instance, CMDB only lists version 
2.0.  Be aware that if you select "Remedy x", it will give you pre-7.0 versions, while "BMC Remedy x" will give you the current ones.  It needs to be easier to use than that, for sure. 

  Rick 
On 11/1/06, Lisa Doue <[EMAIL PROTECTED] <
mailto:[EMAIL PROTECTED]> > wrote: ** Hi, 
I've been trying to locate the Remedy product documents on the new site.  A couple of weeks ago, they were very easy to locate and download from the 'Documents' link.  Now that the site has been changed, I can't find them.  I called support and the person at the front line (apparently in the Texas 'call center') was unable to find them either.  A ticket was logged but hasn't been responded to yet.  Has anyone been able to locate the Remedy Document set on the new BMC site? 

Any help would be appreciated.  
Lisa Doue Remedy Consultant 
Bob Rowe <[EMAIL PROTECTED] <
mailto:[EMAIL PROTECTED]> > wrote: ** This morning while trying to get to the knowledge base area of the support site, I got an error saying I was logged on from another location while I was not. When I got irritated enough by that after a number of tries, I attempted to submit a ticket. Under products, there was no mention of the AR System. I went to the renamed products list--it wasn't there, either. 

Is there any hope for support in the near future? 
On 10/31/06, Heider, Stephen <[EMAIL PROTECTED] <
mailto:[EMAIL PROTECTED]>  > wrote: I just logged into the Remedy support site and proceeded to submit a new Issue.  I received an error message "You may not submit an Issue 
directly to BMC Support. Please contact your Support Channel (WIPRO LIMITED) to have them submit an Issue on your behalf (ARERR 356226)". 
Ok, no problem, I will submit the ticket to WiPro/cMango.  However... 
When I click OK the web page tries to re-load, which resubmits the Issue, which regenerates the error.  Endless loop. 
I think I broke their system :) 
Stephen 
-- Bob Rowe, Remedy Action Request System Development and Administration __20060125___This posting was submitted with HTML in it___ 

__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed? Endless Loop: Documents?

[McKenzie, James J C-E LCMC HQISEC/L3]

Title: RE: Remedy Support Site - Fixed? Endless Loop: Documents?
**





David:
 
Testing maybe?
 
James McKenzie
L-3 GSI





From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Thursday, November 02, 2006 11:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - Fixed? Endless Loop: Documents?



** 
> Any ideas? 
 
Yup.  It's a goof/glitch.  There is no Version 9.9.08 or 9.9.09.
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
 
BMC Software, Inc.
 





From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Michael Worts
Sent: Thursday, November 02, 2006 12:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - Fixed? Endless Loop: Documents?



** 
If you click on 'Product Documentation' link and then 'A-Z Supported List' and search for "BMC(r) Remedy(r) Service Desk Application & AR System", you will find we have 2 new versions: 

Remedy(r) Help Desk & AR System (Version 9.9.08) and 
Remedy(r) Help Desk & AR System (Version 9.9.09) 


Any ideas? 


Mike. 


Michael Worts
Remedy Specialist
IGS, Business Consulting Services
ITIL Service Manager Certified
Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet: [EMAIL PROTECTED] 




Rick Cook <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"  


01/11/2006 18:30 
Please respond to
arslist@ARSLIST.ORG
    



To
    arslist@ARSLIST.ORG 
cc
    
Subject
    Re: Remedy Support Site - Fixed? Endless Loop: Documents?   


        





** 
After you log in, there is a "Product Documentation" link on the left side of the page.  Unfortunately, it isn't as comprehensive in terms of past releases as the old page was.  For instance, CMDB only lists version 2.0.  Be aware that if you select "Remedy x", it will give you pre-7.0 versions, while "BMC Remedy x" will give you the current ones.  It needs to be easier to use than that, for sure. 

  
Rick


On 11/1/06, Lisa Doue <[EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> > wrote: 
** Hi,


I've been trying to locate the Remedy product documents on the new site.  A couple of weeks ago, they were very easy to locate and download from the 'Documents' link.  Now that the site has been changed, I can't find them.  I called support and the person at the front line (apparently in the Texas 'call center') was unable to find them either.  A ticket was logged but hasn't been responded to yet.  Has anyone been able to locate the Remedy Document set on the new BMC site? 

Any help would be appreciated.  


Lisa Doue
Remedy Consultant


Bob Rowe <[EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> > wrote: 
** This morning while trying to get to the knowledge base area of the support site, I got an error saying I was logged on from another location while I was not. When I got irritated enough by that after a number of tries, I attempted to submit a ticket. Under products, there was no mention of the AR System. I went to the renamed products list--it wasn't there, either. 

Is there any hope for support in the near future?


On 10/31/06, Heider, Stephen <[EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]>  > wrote: 
I just logged into the Remedy support site and proceeded to submit a new
Issue.  I received an error message "You may not submit an Issue 
directly to BMC Support. Please contact your Support Channel (WIPRO
LIMITED) to have them submit an Issue on your behalf (ARERR 356226)".
Ok, no problem, I will submit the ticket to WiPro/cMango.  However... 


When I click OK the web page tries to re-load, which resubmits the
Issue, which regenerates the error.  Endless loop.


I think I broke their system :)


Stephen


-- 
Bob Rowe, Remedy Action Request System Development and Administration 




__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed? Endless Loop: Documents?

[Easter, David]

**



> Any 
ideas? 

 
Yup.  It's a 
goof/glitch.  There is no Version 9.9.08 or 9.9.09.
 
-David J. Easter
Sr. Product 
Manager, Service Management Business Unit
 
BMC Software, 
Inc.
 


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michael 
WortsSent: Thursday, November 02, 2006 12:57 AMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - Fixed? Endless 
Loop: Documents?
** If you click on 'Product 
Documentation' link and then 'A-Z Supported List' and search for "BMC® Remedy® 
Service Desk Application & AR System", you will find we have 2 new 
versions: Remedy® Help Desk & AR 
System (Version 9.9.08) and Remedy® Help 
Desk & AR System (Version 9.9.09) Any ideas? Mike. 
Michael WortsRemedy 
SpecialistIGS, Business Consulting ServicesITIL Service Manager 
CertifiedTel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   
Internet: [EMAIL PROTECTED] 

  
  
Rick Cook 
  <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 
   
  01/11/2006 18:30 
  


  
Please respond 
toarslist@ARSLIST.ORG

  


  
To
  arslist@ARSLIST.ORG 

  
cc
  
    
  
Subject
  Re: Remedy Support Site - Fixed? 
Endless Loop: Documents?
  


  
  ** 
After you log in, there is a "Product Documentation" 
link on the left side of the page.  Unfortunately, it isn't as 
comprehensive in terms of past releases as the old page was.  For instance, 
CMDB only lists version 2.0.  Be aware that if you select "Remedy x", 
it will give you pre-7.0 versions, while "BMC Remedy x" will give you the 
current ones.  It needs to be easier to use than that, for sure. 
  RickOn 11/1/06, Lisa Doue <[EMAIL PROTECTED]> wrote: 
** Hi,I've been trying to locate the Remedy 
product documents on the new site.  A couple of weeks ago, they were very 
easy to locate and download from the 'Documents' link.  Now that the site 
has been changed, I can't find them.  I called support and the person at 
the front line (apparently in the Texas 'call center') was unable to find them 
either.  A ticket was logged but hasn't been responded to yet.  Has 
anyone been able to locate the Remedy Document set on the new BMC site? 
Any help would be appreciated.  Lisa DoueRemedy 
ConsultantBob Rowe <[EMAIL PROTECTED] > wrote: ** This morning while 
trying to get to the knowledge base area of the support site, I got an error 
saying I was logged on from another location while I was not. When I got 
irritated enough by that after a number of tries, I attempted to submit a 
ticket. Under products, there was no mention of the AR System. I went to the 
renamed products list--it wasn't there, either. Is there any hope for 
support in the near future?On 10/31/06, Heider, 
Stephen <[EMAIL PROTECTED] > wrote: 
I just logged into the Remedy support site and proceeded 
to submit a newIssue.  I received an error message "You may not submit 
an Issue directly to BMC Support. Please contact your Support Channel 
(WIPROLIMITED) to have them submit an Issue on your behalf (ARERR 
356226)".Ok, no problem, I will submit the ticket to WiPro/cMango. 
 However... When I click OK the web page tries to re-load, which 
resubmits theIssue, which regenerates the error.  Endless 
loop.I think I broke their system :)Stephen-- Bob 
Rowe, Remedy Action Request System Development and Administration   
              [EMAIL PROTECTED]"The golden 
rule is to test everything in the light of reason and experience, no matter from 
where it comes." Mohandas K. Gandhi __20060125___This 
posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in 
it___ __20060125___This posting was submitted 
with HTML in it___ 
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed? Endless Loop: Documents?

[Michael Worts]

**

If you click on 'Product Documentation'
link and then 'A-Z Supported List' and search for "BMC® Remedy® Service
Desk Application & AR System", you will find we have 2 new versions:

Remedy® Help Desk & AR System (Version
9.9.08) and
Remedy® Help Desk & AR System (Version
9.9.09)

Any ideas?

Mike. 

Michael Worts
Remedy Specialist
IGS, Business Consulting Services
ITIL Service Manager Certified
Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet:
[EMAIL PROTECTED]





Rick Cook <[EMAIL PROTECTED]>

Sent by: "Action Request System
discussion list(ARSList)" 
01/11/2006 18:30



Please respond to
arslist@ARSLIST.ORG





To
arslist@ARSLIST.ORG


cc



Subject
Re: Remedy Support Site - Fixed? Endless
Loop: Documents?








** 
After you log in, there is a "Product Documentation"
link on the left side of the page.  Unfortunately, it isn't as comprehensive
in terms of past releases as the old page was.  For instance, CMDB
only lists version 2.0.  Be aware that if you select "Remedy
x", it will give you pre-7.0 versions, while "BMC Remedy
x" will give you the current ones.  It needs to be easier
to use than that, for sure.
 
Rick
 
On 11/1/06, Lisa Doue <[EMAIL PROTECTED]>
wrote: 
** Hi,

I've been trying to locate the Remedy product documents on the new site.
 A couple of weeks ago, they were very easy to locate and download
from the 'Documents' link.  Now that the site has been changed, I
can't find them.  I called support and the person at the front line
(apparently in the Texas 'call center') was unable to find them either.
 A ticket was logged but hasn't been responded to yet.  Has anyone
been able to locate the Remedy Document set on the new BMC site? 

Any help would be appreciated.  

Lisa Doue
Remedy Consultant

Bob Rowe <[EMAIL PROTECTED]
> wrote: 
** This morning while trying to get to the knowledge base
area of the support site, I got an error saying I was logged on from another
location while I was not. When I got irritated enough by that after a number
of tries, I attempted to submit a ticket. Under products, there was no
mention of the AR System. I went to the renamed products list--it wasn't
there, either. 

Is there any hope for support in the near future?

On 10/31/06, Heider, Stephen <[EMAIL PROTECTED]
> wrote: 
I just logged into the Remedy support site and proceeded
to submit a new
Issue.  I received an error message "You may not submit an Issue

directly to BMC Support. Please contact your Support Channel (WIPRO
LIMITED) to have them submit an Issue on your behalf (ARERR 356226)".
Ok, no problem, I will submit the ticket to WiPro/cMango.  However...


When I click OK the web page tries to re-load, which resubmits the
Issue, which regenerates the error.  Endless loop.

I think I broke their system :)

Stephen

-- 
Bob Rowe, Remedy Action Request System Development and Administration 
                 [EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes." 
Mohandas K. Gandhi __20060125___This posting was submitted
with HTML in it___
__20060125___This posting was submitted
with HTML in it___ 

__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed? Endless Loop: Documents?

[Lisa Doue]

**
Hi Kim,Thank you so much for your response.  I was told by support to  find docs under Knowledge base.  I finally did find what I was  looking for, though.  I liked the old site much better!Thanks again.Lisa"Olds, Kimberly M" <[EMAIL PROTECTED]> wrote:  **  Hi Lisa, I had trouble also – but I did  finally find the manuals and white papers under :  Product
 Documentation, Supported Product  A-Z list, Click the R for Remedy and that will get you to where you can pick a  product – I was looking for server stuff so I click AR System server and  then the version.  You should see the white papers, release notes and manuals.   Locating  KBs seems to be a whole other issue!  Kim OldsSr.  User Support Specialist - Help DeskAnne  Arundel County Public SchoolsPhone  410-222-5254Fax  410-222-5611
From: Action Request  System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Doue  Sent: Wednesday, November 01, 2006  1:15 PM  To: arslist@ARSLIST.ORG  Subject: Re: Remedy Support Site -  Fixed? Endless Loop: Documents? ** Hi,I've been trying to locate the Remedy product documents on the new site.   A couple of weeks ago, they were very easy to locate and download from the  'Documents' link.  Now that the site has been changed, I can't find  them.  I called support and the person at the front line (apparently in  the Texas  'call center') was unable to find them either.  A ticket was logged but  hasn't been responded to yet.  Has anyone been able to locate the Remedy  Document set on the new BMC site?Any help would be appreciated.  Lisa Doue  Remedy ConsultantBob Rowe 
 <[EMAIL PROTECTED]> wrote:** This morning while  trying to get to the knowledge base area of the support site, I got an error  saying I was logged on from another location while I was not. When I got  irritated enough by that after a number of tries, I attempted to submit a  ticket. Under products, there was no mention of the AR System. I went to the  renamed products list--it wasn't there, either. Is there any hope for support in the near future?On 10/31/06, Heider,  Stephen <[EMAIL PROTECTED]>  wrote:
 I just logged into the  Remedy support site and proceeded to submit a new  Issue.  I received an error message "You may not submit an Issuedirectly to BMC Support. Please contact your Support Channel (WIPRO  LIMITED) to have them submit an Issue on your behalf (ARERR 356226)".  Ok, no problem, I will submit the ticket to WiPro/cMango.  However...  When I click OK the web page tries to re-load, which resubmits the  Issue, which regenerates the error.  Endless loop.I think I broke their system :)Stephen___UNSUBSCRIBE or access ARSlist Archives at www.arslist.org  ARSlist:"Where the Answers
 Are"  --   Bob Rowe, Remedy Action Request System Development and Administration     [EMAIL PROTECTED]  "The golden rule is to test everything in the light of reason and  experience, no matter from where it comes."  Mohandas K. Gandhi __20060125___This posting was submitted  with HTML in it___    Get your email and see which of your friends are online - Right on the new  Yahoo.com __20060125___This posting was submitted with  HTML in it___ __20060125___This posting was submitted with HTML in it___   


Everyone is raving about the  all-new Yahoo! Mail.
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed? Endless Loop: Documents?

[Lisa Doue]

**
Thank you very much Rick.  I found the docs I was looking for.  LisaRick Cook <[EMAIL PROTECTED]> wrote:  **  After you log in, there is a "Product Documentation" link on the  left side of the page.  Unfortunately, it isn't as comprehensive  in terms of past releases as the old page was.  For instance, CMDB  only lists version 2.0.  Be aware that if you select "Remedy  x", it will give you pre-7.0 versions, while "BMC Remedy x"  will give you the current ones.  It needs to be easier to use than  that, for sure.     Rick   On 11/1/06, Lisa Doue <[EMAIL PROTECTED]> wrote:  ** Hi,I've  been trying to locate the Remedy product documents on the new  site.  A couple of weeks ago, they were very easy to locate and  download from the 'Documents' link.  Now that the site has been  changed, I can't find them.  I called support and the person at  the front line (apparently in the Texas 'call center') was unable to  find them either.  A ticket was logged but hasn't been responded  to yet.  Has anyone been able to locate the Remedy Document set on  the new BMC site?  Any help would be appreciated.  Lisa DoueRemedy ConsultantBob Rowe <[EMAIL PROTECTED]  > wrote:   **  This morning while trying to get to the knowledge base area of the  support site, I got an error saying I was logged on from another  location while I was not. When I got irritated enough by that after a  number of tries, I attempted to submit a ticket. Under products, there  was no mention of the AR System. I went to the renamed products  list--it wasn't there, either. Is there any hope for support in the near future?  On 10/31/06, Heider, Stephen <[EMAIL PROTECTED]  > wrote:   I just logged into the Remedy support site and proceeded to submit a newIssue.  I received an error message "You may not submit an Issue  
 directly to BMC Support. Please contact your Support Channel (WIPROLIMITED) to have them submit an Issue on your behalf (ARERR 356226)".Ok, no problem, I will submit the ticket to WiPro/cMango.  However...   When I click OK the web page tries to re-load, which resubmits theIssue, which regenerates the error.  Endless loop.I think I broke their system :)Stephen-- Bob Rowe, Remedy Action Request System Development and Administration    [EMAIL PROTECTED]"The golden rule is to test everything in the light of reason and experience, no matter from where it comes."  Mohandas K. Gandhi __20060125___This posting was submitted with HTML in
 it___  __20060125___This posting was submitted with HTML in it___   

We have the perfect Group for you. Check out the handy changes to Yahoo! Groups.
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed? Endless Loop: Documents?

[Bruce Scott]

**








Lisa,

 

Try this one.

 

http://www.bmc.com/support/hou_Support_AZ_List/

 

Bruce Scott

Application Developer – Remedy

SSG, PetSMART, Inc

 









From: Action Request
System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Doue
Sent: Wednesday, November 01, 2006
11:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site -
Fixed? Endless Loop: Documents?



 

** Hi,

I've been trying to locate the Remedy product documents on the new site. 
A couple of weeks ago, they were very easy to locate and download from the
'Documents' link.  Now that the site has been changed, I can't find
them.  I called support and the person at the front line (apparently in
the Texas
'call center') was unable to find them either.  A ticket was logged but
hasn't been responded to yet.  Has anyone been able to locate the Remedy
Document set on the new BMC site?

Any help would be appreciated.  

Lisa Doue
Remedy Consultant

Bob Rowe
<[EMAIL PROTECTED]> wrote:

** This morning while
trying to get to the knowledge base area of the support site, I got an error
saying I was logged on from another location while I was not. When I got
irritated enough by that after a number of tries, I attempted to submit a
ticket. Under products, there was no mention of the AR System. I went to the
renamed products list--it wasn't there, either. 

Is there any hope for support in the near future?



On 10/31/06, Heider,
Stephen <[EMAIL PROTECTED]>
wrote: 

I just logged into the
Remedy support site and proceeded to submit a new
Issue.  I received an error message "You may not submit an Issue

directly to BMC Support. Please contact your Support Channel (WIPRO
LIMITED) to have them submit an Issue on your behalf (ARERR 356226)".
Ok, no problem, I will submit the ticket to WiPro/cMango.  However...


When I click OK the web page tries to re-load, which resubmits the
Issue, which regenerates the error.  Endless loop.

I think I broke their system :)

Stephen

___

UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
ARSlist:"Where the Answers Are"






-- 
Bob Rowe, Remedy Action Request System Development and Administration 

[EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi __20060125___This posting was submitted
with HTML in it___ 

 

  







Get your email and see which of your friends are online - Right on the new
Yahoo.com __20060125___This posting was submitted with
HTML in it___ 






The information contained in this electronic mail message, 
including attachments, if any, is PetSmart confidential information.  It is intended only for the use of the 
person(s) named above.  If the 
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have received this message in error, please notify the sender via e-mail and 
promptly delete the original message.




__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed? Endless Loop: Documents?

[Rick Cook]

**
After you log in, there is a "Product Documentation" link on the left side of the page.  Unfortunately, it isn't as comprehensive in terms of past releases as the old page was.  For instance, CMDB only lists version 
2.0.  Be aware that if you select "Remedy x", it will give you pre-7.0 versions, while "BMC Remedy x" will give you the current ones.  It needs to be easier to use than that, for sure.
 
Rick 
On 11/1/06, Lisa Doue <[EMAIL PROTECTED]> wrote:
** Hi,I've been trying to locate the Remedy product documents on the new site.  A couple of weeks ago, they were very easy to locate and download from the 'Documents' link.  Now that the site has been changed, I can't find them.  I called support and the person at the front line (apparently in the Texas 'call center') was unable to find them either.  A ticket was logged but hasn't been responded to yet.  Has anyone been able to locate the Remedy Document set on the new BMC site?
Any help would be appreciated.  Lisa DoueRemedy ConsultantBob Rowe <[EMAIL PROTECTED]
> wrote: 
** This morning while trying to get to the knowledge base area of the support site, I got an error saying I was logged on from another location while I was not. When I got irritated enough by that after a number of tries, I attempted to submit a ticket. Under products, there was no mention of the AR System. I went to the renamed products list--it wasn't there, either. 
Is there any hope for support in the near future?
On 10/31/06, Heider, Stephen <[EMAIL PROTECTED]
> wrote: 
I just logged into the Remedy support site and proceeded to submit a newIssue.  I received an error message "You may not submit an Issue 
directly to BMC Support. Please contact your Support Channel (WIPROLIMITED) to have them submit an Issue on your behalf (ARERR 356226)".Ok, no problem, I will submit the ticket to WiPro/cMango.  However... 
When I click OK the web page tries to re-load, which resubmits theIssue, which regenerates the error.  Endless loop.I think I broke their system :)Stephen-- Bob Rowe, Remedy Action Request System Development and Administration 
 [EMAIL PROTECTED]"The golden rule is to test everything in the light of reason and experience, no matter from where it comes."
Mohandas K. Gandhi __20060125___This posting was submitted with HTML in it___
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed? Endless Loop: Documents?

[Olds, Kimberly M]

**








Hi Lisa,

 

I had trouble also – but I did
finally find the manuals and white papers under :  

Product Documentation, Supported Product
A-Z list, Click the R for Remedy and that will get you to where you can pick a
product – I was looking for server stuff so I click AR System server and
then the version.  You should see the white papers, release notes and manuals.   Locating
KBs seems to be a whole other issue! 

 



Kim Olds

Sr.
User Support Specialist - Help Desk

Anne
Arundel County Public Schools

Phone
410-222-5254

Fax
410-222-5611











From: Action Request
System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Doue
Sent: Wednesday, November 01, 2006
1:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site -
Fixed? Endless Loop: Documents?



 

** Hi,

I've been trying to locate the Remedy product documents on the new site. 
A couple of weeks ago, they were very easy to locate and download from the
'Documents' link.  Now that the site has been changed, I can't find
them.  I called support and the person at the front line (apparently in
the Texas
'call center') was unable to find them either.  A ticket was logged but
hasn't been responded to yet.  Has anyone been able to locate the Remedy
Document set on the new BMC site?

Any help would be appreciated.  

Lisa Doue
Remedy Consultant

Bob Rowe
<[EMAIL PROTECTED]> wrote:

** This morning while
trying to get to the knowledge base area of the support site, I got an error
saying I was logged on from another location while I was not. When I got
irritated enough by that after a number of tries, I attempted to submit a
ticket. Under products, there was no mention of the AR System. I went to the
renamed products list--it wasn't there, either. 

Is there any hope for support in the near future?



On 10/31/06, Heider,
Stephen <[EMAIL PROTECTED]>
wrote: 

I just logged into the
Remedy support site and proceeded to submit a new
Issue.  I received an error message "You may not submit an Issue

directly to BMC Support. Please contact your Support Channel (WIPRO
LIMITED) to have them submit an Issue on your behalf (ARERR 356226)".
Ok, no problem, I will submit the ticket to WiPro/cMango.  However...


When I click OK the web page tries to re-load, which resubmits the
Issue, which regenerates the error.  Endless loop.

I think I broke their system :)

Stephen

___

UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
ARSlist:"Where the Answers Are"






-- 
Bob Rowe, Remedy Action Request System Development and Administration 

[EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi __20060125___This posting was submitted
with HTML in it___ 

 

  







Get your email and see which of your friends are online - Right on the new
Yahoo.com __20060125___This posting was submitted with
HTML in it___ 






__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed? Endless Loop: Documents?

[Lisa Doue]

**
Hi,I've been trying to locate the Remedy product documents on the new  site.  A couple of weeks ago, they were very easy to locate and  download from the 'Documents' link.  Now that the site has been  changed, I can't find them.  I called support and the person at  the front line (apparently in the Texas 'call center') was unable to  find them either.  A ticket was logged but hasn't been responded  to yet.  Has anyone been able to locate the Remedy Document set on  the new BMC site?Any help would be appreciated.  Lisa Doue  Remedy ConsultantBob Rowe <[EMAIL PROTECTED]> wrote:**  This morning while trying to get to the knowledge base area of the  support site, I got an error saying I was logged on from another  location while I was not. When I got irritated
 enough by that after a  number of tries, I attempted to submit a ticket. Under products, there  was no mention of the AR System. I went to the renamed products  list--it wasn't there, either.  Is there any hope for support in the near future?On 10/31/06, Heider, Stephen <[EMAIL PROTECTED]> wrote:  I just logged into the Remedy support site and proceeded to submit a newIssue.  I received an error message "You may not submit an Issue  directly to BMC Support. Please contact your Support Channel (WIPROLIMITED) to have them submit an Issue on your behalf (ARERR 356226)".Ok, no problem, I will submit the ticket to WiPro/cMango.  However...  When I click OK the web page tries to
 re-load, which resubmits theIssue, which regenerates the error.  Endless loop.I think I broke their system :)Stephen___  UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"-- Bob Rowe, Remedy Action Request System Development and Administration   [EMAIL PROTECTED]"The golden rule is to test everything in the light of reason and experience, no matter from where it comes."Mohandas K. Gandhi  __20060125___This posting was submitted with HTML in it___   

Get your email and see which of your friends are online - Right on the  new Yahoo.com
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed? Endless Loop

[McKenzie, James J C-E LCMC HQISEC/L3]

Title: RE: Remedy Support Site - Fixed? Endless Loop
**





Bob:
 
Service Help Desk for the EnterpriseAnd ARS is there, you have to look for it.  Welcome to the new way of doing business.

 
James McKenzie
L-3 GSI





From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Bob Rowe
Sent: Tuesday, October 31, 2006 9:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - Fixed? Endless Loop



** This morning while trying to get to the knowledge base area of the support site, I got an error saying I was logged on from another location while I was not. When I got irritated enough by that after a number of tries, I attempted to submit a ticket. Under products, there was no mention of the AR System. I went to the renamed products list--it wasn't there, either. 

Is there any hope for support in the near future?



On 10/31/06, Heider, Stephen <[EMAIL PROTECTED]> wrote: 


    I just logged into the Remedy support site and proceeded to submit a new
    Issue.  I received an error message "You may not submit an Issue 
    directly to BMC Support. Please contact your Support Channel (WIPRO
    LIMITED) to have them submit an Issue on your behalf (ARERR 356226)".
    Ok, no problem, I will submit the ticket to WiPro/cMango.  However... 
    
    When I click OK the web page tries to re-load, which resubmits the
    Issue, which regenerates the error.  Endless loop.
    
    I think I broke their system :)
    
    Stephen
    




__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed? Endless Loop

[Bob Rowe]

**
This morning while trying to get to the knowledge base area of the support site, I got an error saying I was logged on from another location while I was not. When I got irritated enough by that after a number of tries, I attempted to submit a ticket. Under products, there was no mention of the AR System. I went to the renamed products list--it wasn't there, either.
Is there any hope for support in the near future?On 10/31/06, Heider, Stephen <[EMAIL PROTECTED]> wrote:
I just logged into the Remedy support site and proceeded to submit a newIssue.  I received an error message "You may not submit an Issue
directly to BMC Support. Please contact your Support Channel (WIPROLIMITED) to have them submit an Issue on your behalf (ARERR 356226)".Ok, no problem, I will submit the ticket to WiPro/cMango.  However...
When I click OK the web page tries to re-load, which resubmits theIssue, which regenerates the error.  Endless loop.I think I broke their system :)Stephen___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"-- Bob Rowe, Remedy Action Request System Development and Administration
 [EMAIL PROTECTED]"The golden rule is to test everything in the light of reason and experience, no matter from where it comes."Mohandas K. Gandhi
__20060125___This posting was submitted with HTML in it___

Remedy Support Site - Fixed? Endless Loop

[Heider, Stephen]

I just logged into the Remedy support site and proceeded to submit a new
Issue.  I received an error message "You may not submit an Issue
directly to BMC Support. Please contact your Support Channel (WIPRO
LIMITED) to have them submit an Issue on your behalf (ARERR 356226)".
Ok, no problem, I will submit the ticket to WiPro/cMango.  However...

When I click OK the web page tries to re-load, which resubmits the
Issue, which regenerates the error.  Endless loop.
 
I think I broke their system :)  

Stephen 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the 
Answers Are"

Re: Remedy Support Site - STILL broken - Documentation??

[Niu, Jason]

 I was able to download other docs.. But the documents names are all
numbers, makes it really hard to track. :-(

Jason Niu
Remedy Skilled Professional
Alliance Bernstein


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire
Sent: Tuesday, October 24, 2006 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: [ARSLIST] Remedy Support Site - STILL broken -
Documentation??

Is anyone able to get documentation off the support website


I am looking specifically for the HD_ * _Definitions5-5.pdf set of
documents.  I have the HD_Form_Definitions5-5.pdf, document, but I
specifically need the one for filters.

They are the output from MARS.

Thanks!
Claire

ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server


___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org



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Re: Remedy Support Site - STILL broken - Documentation?? - Resolved

[Sanford, Claire]

A very kind soul was able to zip up the document and send it to me!   

Thank you very much!  ;) 

-Original Message-
From: Sanford, Claire 
Sent: Tuesday, October 24, 2006 1:06 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Remedy Support Site - STILL broken - Documentation??

Is anyone able to get documentation off the support website


I am looking specifically for the HD_ * _Definitions5-5.pdf set of
documents.  I have the HD_Form_Definitions5-5.pdf, document, but I
specifically need the one for filters.

They are the output from MARS.

Thanks!
Claire

ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Remedy Support Site - STILL broken

[Timothy Button]

Thanks David. 


Timothy Button
Remedy Systems Consultant
[EMAIL PROTECTED]


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Tuesday, October 24, 2006 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - STILL broken

The AR System Development Community direct URL is:

http://www.bmc.com/arsystem/dev_community/

Thanks, 

-David J. Easter
Sr. Product Manager, Service Management Business Unit BMC Software,Inc.



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Button
Sent: Tuesday, October 24, 2006 9:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - STILL broken

Anyone know where all the wonderful custom apps submitted by the User
Community went? I need a widget and I know its there already. 


Timothy Button
Remedy Systems Consultant
[EMAIL PROTECTED]


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, October 24, 2006 10:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - STILL broken

Is anyone able to view existing tickets?  I get the following error:

Caught exception :'mHaveVisualCharacteristics' is null or not an object

I can see the table field of tickets, but receive this error when attepting
to open the details.

Axton Grams

On 10/24/06, Linda Blomberg <[EMAIL PROTECTED]> wrote:
> **
>
>
> Make sure you have popup blocking turned off.  There is a window that 
> pops up for you to enter the username an password.
>
>
>
> Linda Blomberg
>
> Fermi National Accelerator Laboratory
>
> [EMAIL PROTECTED]
>
>
> 
>
>
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT)
> Sent: Tuesday, October 24, 2006 9:56 AM
>
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
>
>
>
>
>
> Hi All,
>
> How do you get to the point where you download the patch?
>
> I am able get to the patch download page, search for a patch, and 
> click download, but then I get the following popup:
>
>  To access he patches Enter the following username and password:
> rpatches Supp0rt89 (ARNOTE 3)
>
> I am not sure where to enter that username and password.  If I do it 
> at the initial logon page, I get an error that it is invalid.
>
> Eric Cleereman
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] Behalf Of McKenzie, James J C-E LCMC
> HQISEC/L3
> Sent: Tuesday, October 24, 2006 10:15 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
> **
>
> Axton:
>
> File breakage.  We experience this constantly with Windows downloads 
> with OpenOffice.org (yes I work on things other than Remedy in my 
> spare time.)
>
> For UNIX type operating systems there is curl.  I don't know what you 
> can use to restart downloads for Windows type operating systems.
>
> We have to remember that not everyone has a DS-3 (15MB) connection to 
> the Internet at their beck and call.
>
> James McKenzie
> L-3 GSI
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Axton
> Sent: Tuesday, October 24, 2006 7:07 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
> Why?
>
> Axton Grams
>
> On 10/24/06, McKenzie, James J C-E LCMC HQISEC/L3 
> <[EMAIL PROTECTED]> wrote:
> > **
> >
> >
> >
> > Axton:
> >
> > I hate using HTTP for large file downloads.  I understand that FTP 
> > can be a real problem,, especially if you are sitting behind a
firewall.
> >
> > James McKenzie
> > L-3 GSI
> >
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) 
> > [mailto:[EMAIL PROTECTED] On Behalf Of Axton
> > Sent: Tuesday, October 24, 2006 4:50 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Remedy Support Site - STILL broken
> >
> > Since this thread is still alive, I have to say that the new patch 
> > download method stinks.  FTP is a pita to use from where I sit.
> >
> > Axton Grams
> >
> > On 10/23/06, James Van Sickle <[EMAIL PROTECTED]> wrote:
> > > **
> > >
> > > Rick
> > >
> > >I submitted a ticket about all the issues I am having wi

Re: Remedy Support Site - STILL broken - Documentation??

[Sanford, Claire]

Is anyone able to get documentation off the support website


I am looking specifically for the HD_ * _Definitions5-5.pdf set of
documents.  I have the HD_Form_Definitions5-5.pdf, document, but I
specifically need the one for filters.

They are the output from MARS.

Thanks!
Claire

ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Remedy Support Site - STILL broken

[Ricki Haines]

I'm feeling your pain, Rick.  I'm unable to login to the website and am 
getting ABSOLUTELY NO RESPONSE through emails on open issues - open greater 
than one week no less.  This is why we pay thousands of dollars yearly for 
support?

Ricki Haines

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Remedy Support Site - STILL broken

[Rick cook]

Excellent question, Tim.  Might be nice if there was a link from the main
support site to there.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Button
Sent: Tuesday, October 24, 2006 9:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - STILL broken

Anyone know where all the wonderful custom apps submitted by the User
Community went? I need a widget and I know its there already. 


Timothy Button
Remedy Systems Consultant
[EMAIL PROTECTED]


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, October 24, 2006 10:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - STILL broken

Is anyone able to view existing tickets?  I get the following error:

Caught exception :'mHaveVisualCharacteristics' is null or not an object

I can see the table field of tickets, but receive this error when attepting
to open the details.

Axton Grams

On 10/24/06, Linda Blomberg <[EMAIL PROTECTED]> wrote:
> **
>
>
> Make sure you have popup blocking turned off.  There is a window that 
> pops up for you to enter the username an password.
>
>
>
> Linda Blomberg
>
> Fermi National Accelerator Laboratory
>
> [EMAIL PROTECTED]
>
>
> 
>
>
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT)
> Sent: Tuesday, October 24, 2006 9:56 AM
>
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
>
>
>
>
>
> Hi All,
>
> How do you get to the point where you download the patch?
>
> I am able get to the patch download page, search for a patch, and 
> click download, but then I get the following popup:
>
>  To access he patches Enter the following username and password:
> rpatches Supp0rt89 (ARNOTE 3)
>
> I am not sure where to enter that username and password.  If I do it 
> at the initial logon page, I get an error that it is invalid.
>
> Eric Cleereman
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] Behalf Of McKenzie, James J C-E LCMC
> HQISEC/L3
> Sent: Tuesday, October 24, 2006 10:15 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
> **
>
> Axton:
>
> File breakage.  We experience this constantly with Windows downloads 
> with OpenOffice.org (yes I work on things other than Remedy in my 
> spare time.)
>
> For UNIX type operating systems there is curl.  I don't know what you 
> can use to restart downloads for Windows type operating systems.
>
> We have to remember that not everyone has a DS-3 (15MB) connection to 
> the Internet at their beck and call.
>
> James McKenzie
> L-3 GSI
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Axton
> Sent: Tuesday, October 24, 2006 7:07 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
> Why?
>
> Axton Grams
>
> On 10/24/06, McKenzie, James J C-E LCMC HQISEC/L3 
> <[EMAIL PROTECTED]> wrote:
> > **
> >
> >
> >
> > Axton:
> >
> > I hate using HTTP for large file downloads.  I understand that FTP 
> > can be a real problem,, especially if you are sitting behind a firewall.
> >
> > James McKenzie
> > L-3 GSI
> >
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) 
> > [mailto:[EMAIL PROTECTED] On Behalf Of Axton
> > Sent: Tuesday, October 24, 2006 4:50 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Remedy Support Site - STILL broken
> >
> > Since this thread is still alive, I have to say that the new patch 
> > download method stinks.  FTP is a pita to use from where I sit.
> >
> > Axton Grams
> >
> > On 10/23/06, James Van Sickle <[EMAIL PROTECTED]> wrote:
> > > **
> > >
> > > Rick
> > >
> > >I submitted a ticket about all the issues I am having with the 
> > > new support website on Friday.  I came in to work today to find an 
> > > email in my Inbox.  The support rep who looked at my ticket only 
> > > stated that he had passed my issues on to management, and opened 
> > > an internal customer service ticket to deal with the problems I 
> > > outlined in the email.  I am not sure who "management" entails 
> 

Re: Remedy Support Site - STILL broken

[Easter, David]

The AR System Development Community direct URL is:

http://www.bmc.com/arsystem/dev_community/

Thanks, 

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software,Inc.



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Button
Sent: Tuesday, October 24, 2006 9:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - STILL broken

Anyone know where all the wonderful custom apps submitted by the User
Community went? I need a widget and I know its there already. 


Timothy Button
Remedy Systems Consultant
[EMAIL PROTECTED]


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, October 24, 2006 10:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - STILL broken

Is anyone able to view existing tickets?  I get the following error:

Caught exception :'mHaveVisualCharacteristics' is null or not an object

I can see the table field of tickets, but receive this error when
attepting to open the details.

Axton Grams

On 10/24/06, Linda Blomberg <[EMAIL PROTECTED]> wrote:
> **
>
>
> Make sure you have popup blocking turned off.  There is a window that 
> pops up for you to enter the username an password.
>
>
>
> Linda Blomberg
>
> Fermi National Accelerator Laboratory
>
> [EMAIL PROTECTED]
>
>
> 
>
>
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT)
> Sent: Tuesday, October 24, 2006 9:56 AM
>
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
>
>
>
>
>
> Hi All,
>
> How do you get to the point where you download the patch?
>
> I am able get to the patch download page, search for a patch, and 
> click download, but then I get the following popup:
>
>  To access he patches Enter the following username and password:
> rpatches Supp0rt89 (ARNOTE 3)
>
> I am not sure where to enter that username and password.  If I do it 
> at the initial logon page, I get an error that it is invalid.
>
> Eric Cleereman
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] Behalf Of McKenzie, James J C-E LCMC
> HQISEC/L3
> Sent: Tuesday, October 24, 2006 10:15 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
> **
>
> Axton:
>
> File breakage.  We experience this constantly with Windows downloads 
> with OpenOffice.org (yes I work on things other than Remedy in my 
> spare time.)
>
> For UNIX type operating systems there is curl.  I don't know what you 
> can use to restart downloads for Windows type operating systems.
>
> We have to remember that not everyone has a DS-3 (15MB) connection to 
> the Internet at their beck and call.
>
> James McKenzie
> L-3 GSI
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Axton
> Sent: Tuesday, October 24, 2006 7:07 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
> Why?
>
> Axton Grams
>
> On 10/24/06, McKenzie, James J C-E LCMC HQISEC/L3 
> <[EMAIL PROTECTED]> wrote:
> > **
> >
> >
> >
> > Axton:
> >
> > I hate using HTTP for large file downloads.  I understand that FTP 
> > can be a real problem,, especially if you are sitting behind a
firewall.
> >
> > James McKenzie
> > L-3 GSI
> >
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) 
> > [mailto:[EMAIL PROTECTED] On Behalf Of Axton
> > Sent: Tuesday, October 24, 2006 4:50 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Remedy Support Site - STILL broken
> >
> > Since this thread is still alive, I have to say that the new patch 
> > download method stinks.  FTP is a pita to use from where I sit.
> >
> > Axton Grams
> >
> > On 10/23/06, James Van Sickle <[EMAIL PROTECTED]> wrote:
> > > **
> > >
> > > Rick
> > >
> > >I submitted a ticket about all the issues I am having with the 
> > > new support website on Friday.  I came in to work today to find an

> > > email in my Inbox.  The support rep who looked at my ticket only 
> > > stated that he had passed my issues on to management, and opened 
> > > an internal customer service ticket to deal with the p

Re: Remedy Support Site - STILL broken

[Timothy Button]

Anyone know where all the wonderful custom apps submitted by the User
Community went? I need a widget and I know its there already. 


Timothy Button
Remedy Systems Consultant
[EMAIL PROTECTED]


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, October 24, 2006 10:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - STILL broken

Is anyone able to view existing tickets?  I get the following error:

Caught exception :'mHaveVisualCharacteristics' is null or not an object

I can see the table field of tickets, but receive this error when attepting
to open the details.

Axton Grams

On 10/24/06, Linda Blomberg <[EMAIL PROTECTED]> wrote:
> **
>
>
> Make sure you have popup blocking turned off.  There is a window that 
> pops up for you to enter the username an password.
>
>
>
> Linda Blomberg
>
> Fermi National Accelerator Laboratory
>
> [EMAIL PROTECTED]
>
>
> 
>
>
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT)
> Sent: Tuesday, October 24, 2006 9:56 AM
>
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
>
>
>
>
>
> Hi All,
>
> How do you get to the point where you download the patch?
>
> I am able get to the patch download page, search for a patch, and 
> click download, but then I get the following popup:
>
>  To access he patches Enter the following username and password:
> rpatches Supp0rt89 (ARNOTE 3)
>
> I am not sure where to enter that username and password.  If I do it 
> at the initial logon page, I get an error that it is invalid.
>
> Eric Cleereman
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] Behalf Of McKenzie, James J C-E LCMC
> HQISEC/L3
> Sent: Tuesday, October 24, 2006 10:15 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
> **
>
> Axton:
>
> File breakage.  We experience this constantly with Windows downloads 
> with OpenOffice.org (yes I work on things other than Remedy in my 
> spare time.)
>
> For UNIX type operating systems there is curl.  I don't know what you 
> can use to restart downloads for Windows type operating systems.
>
> We have to remember that not everyone has a DS-3 (15MB) connection to 
> the Internet at their beck and call.
>
> James McKenzie
> L-3 GSI
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Axton
> Sent: Tuesday, October 24, 2006 7:07 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
> Why?
>
> Axton Grams
>
> On 10/24/06, McKenzie, James J C-E LCMC HQISEC/L3 
> <[EMAIL PROTECTED]> wrote:
> > **
> >
> >
> >
> > Axton:
> >
> > I hate using HTTP for large file downloads.  I understand that FTP 
> > can be a real problem,, especially if you are sitting behind a firewall.
> >
> > James McKenzie
> > L-3 GSI
> >
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) 
> > [mailto:[EMAIL PROTECTED] On Behalf Of Axton
> > Sent: Tuesday, October 24, 2006 4:50 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Remedy Support Site - STILL broken
> >
> > Since this thread is still alive, I have to say that the new patch 
> > download method stinks.  FTP is a pita to use from where I sit.
> >
> > Axton Grams
> >
> > On 10/23/06, James Van Sickle <[EMAIL PROTECTED]> wrote:
> > > **
> > >
> > > Rick
> > >
> > >I submitted a ticket about all the issues I am having with the 
> > > new support website on Friday.  I came in to work today to find an 
> > > email in my Inbox.  The support rep who looked at my ticket only 
> > > stated that he had passed my issues on to management, and opened 
> > > an internal customer service ticket to deal with the problems I 
> > > outlined in the email.  I am not sure who "management" entails 
> > > exactly, but have not heard
> > anything more on my issues.
> > >  Good luck.
> > >
> > > -James
> > > - Original Message 
> > > From: Rick cook <[EMAIL PROTECTED]>
> > > To: arslist@ARSLIST.ORG
> > > Sent: Monday, October 23, 2006 5:23:24 PM
> > 

Re: Remedy Support Site - STILL broken

[Eric Cleereman (IT)]

Title: RE: Remedy Support Site - STILL broken
**



Once I 
turned off pop-up blocking, a window did come up, telling me FTP was blocked, 
please contact my administrator.  :-|
 
After 
this, I talked to management, Service Desk, Networking Services, etc, and now 
have FTP access.  Long story short, I can download 
patches.
 
Thanks 
Axton and Linda :-)
 
Eric

  -Original Message-From: Action Request System 
  discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of Linda 
  BlombergSent: Tuesday, October 24, 2006 10:58 AMTo: 
  arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - STILL 
  broken** 
  
  

  
  Make sure you have 
  popup blocking turned off.  There is a window that pops up for you to 
  enter the username an password.
   
  Linda 
  Blomberg
  Fermi National 
  Accelerator Laboratory
  [EMAIL PROTECTED]
   
  
  
  
  
  From: Action 
  Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Eric Cleereman 
  (IT)Sent: Tuesday, October 
  24, 2006 9:56 AMTo: 
  arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - STILL 
  broken
   
  
  Hi 
  All,
  How do you get to the 
  point where you download the patch?
  I am able get to 
  the patch download page, search for a patch, and click download, but then I 
  get the following popup:
   To access 
  he patches Enter the following username and password:  rpatches Supp0rt89 
  (ARNOTE 3)
  I am not sure where 
  to enter that username and password.  If I do it at the initial logon 
  page, I get an error that it is invalid.  
  Eric 
  Cleereman
  
-Original 
Message-From: Action 
Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]On Behalf Of McKenzie, James J C-E LCMC 
HQISEC/L3Sent: Tuesday, 
October 24, 2006 10:15 AMTo: arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - 
STILL broken
** 
Axton: 
File 
breakage.  We experience this constantly with Windows downloads with 
OpenOffice.org (yes I work on things other than Remedy in my spare 
time.)
For 
UNIX type operating systems there is curl.  I don't know what you can 
use to restart downloads for Windows type operating 
systems.
We have 
to remember that not everyone has a DS-3 (15MB) connection to the Internet 
at their beck and call. 
James 
McKenzie L-3 
GSI   
-Original Message- From: Action Request System discussion 
list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf 
Of Axton Sent: 
Tuesday, October 24, 2006 7:07 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - 
STILL broken 
Why? 
Axton 
Grams 
On 
10/24/06, McKenzie, James J C-E LCMC HQISEC/L3 
<[EMAIL PROTECTED]> wrote: > ** > > > > Axton: > > I hate using HTTP for large file 
downloads.  I understand that FTP can > be a real problem,, especially if 
you are sitting behind a firewall. > > James McKenzie > L-3 GSI > > > -Original 
Message- > From: Action Request System discussion 
list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf 
Of Axton > 
Sent: Tuesday, October 24, 2006 4:50 AM > To: arslist@ARSLIST.ORG > Subject: Re: Remedy Support Site - 
STILL broken > > Since this thread is still alive, I have to say 
that the new patch > download method stinks.  FTP is a pita to 
use from where I sit. > > Axton Grams > > On 10/23/06, James Van Sickle 
<[EMAIL PROTECTED]> wrote: > > ** > > > > Rick > > > >    I submitted a ticket 
about all the issues I am having with the > > new support website on 
Friday.  I came in to work today to find an > > email in my Inbox.  The 
support rep who looked at my ticket only > > stated that he had passed my 
issues on to management, and opened an > > internal customer service ticket to deal 
with the problems I > > outlined in the email.  I am not sure 
who "management" entails > > exactly, but have not heard 
> anything more on my 
issues. > 
>  Good luck. > > > > -James > > - Original Message 
 > > 
From: Rick cook <[EMAIL PROTECTED]> > > To: arslist@ARSLIST.ORG > > Sent: Monday, October 23, 
2006 5:23:24 PM > > Subject: Remedy Support Site - STILL 
broken > 
> > > 
** > > 
Still broken, and no word (that I've heard, anyway) from BMC/Remedy 
> > on 
what they're doing about it or an ETA for a fix.  I've had 
> > 
tickets open for up to a week now (related to the broken support 
> > site) 
that have not been addressed, and the issues reported are 
> > 
impacting my ability to perform work for my customer.  I know I'm 
> >

Re: Remedy Support Site - STILL broken

[Don McClure]

**


Axton,
 
I can both see, and modify existing tickets--just completed adding a note to
one this morning (24 Oct, 10:25 CDT).
 
Don McClure
University of North Texas
[EMAIL PROTECTED]
 
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - STILL broken

[McKenzie, James J C-E LCMC HQISEC/L3]

Title: RE: Remedy Support Site - STILL broken
**





Yes.  I submitted an action this morning and a co-worker was able to view it.


James Mckenzie
L-3 GSI 


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Tuesday, October 24, 2006 8:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - STILL broken


Is anyone able to view existing tickets?  I get the following error:


Caught exception :'mHaveVisualCharacteristics' is null or not an object


I can see the table field of tickets, but receive this error when attepting to open the details.


Axton Grams


On 10/24/06, Linda Blomberg <[EMAIL PROTECTED]> wrote:
> **
>
>
> Make sure you have popup blocking turned off.  There is a window that 
> pops up for you to enter the username an password.
>
>
>
> Linda Blomberg
>
> Fermi National Accelerator Laboratory
>
> [EMAIL PROTECTED]
>
>
> 
>
>
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Eric Cleereman (IT)
> Sent: Tuesday, October 24, 2006 9:56 AM
>
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
>
>
>
>
>
> Hi All,
>
> How do you get to the point where you download the patch?
>
> I am able get to the patch download page, search for a patch, and 
> click download, but then I get the following popup:
>
>  To access he patches Enter the following username and password:
> rpatches Supp0rt89 (ARNOTE 3)
>
> I am not sure where to enter that username and password.  If I do it 
> at the initial logon page, I get an error that it is invalid.
>
> Eric Cleereman
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG]On Behalf Of McKenzie, James J C-E LCMC
> HQISEC/L3
> Sent: Tuesday, October 24, 2006 10:15 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
> **
>
> Axton:
>
> File breakage.  We experience this constantly with Windows downloads 
> with OpenOffice.org (yes I work on things other than Remedy in my 
> spare time.)
>
> For UNIX type operating systems there is curl.  I don't know what you 
> can use to restart downloads for Windows type operating systems.
>
> We have to remember that not everyone has a DS-3 (15MB) connection to 
> the Internet at their beck and call.
>
> James McKenzie
> L-3 GSI
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
> Sent: Tuesday, October 24, 2006 7:07 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
> Why?
>
> Axton Grams
>
> On 10/24/06, McKenzie, James J C-E LCMC HQISEC/L3 
> <[EMAIL PROTECTED]> wrote:
> > **
> >
> >
> >
> > Axton:
> >
> > I hate using HTTP for large file downloads.  I understand that FTP 
> > can be a real problem,, especially if you are sitting behind a firewall.
> >
> > James McKenzie
> > L-3 GSI
> >
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) 
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
> > Sent: Tuesday, October 24, 2006 4:50 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Remedy Support Site - STILL broken
> >
> > Since this thread is still alive, I have to say that the new patch 
> > download method stinks.  FTP is a pita to use from where I sit.
> >
> > Axton Grams
> >
> > On 10/23/06, James Van Sickle <[EMAIL PROTECTED]> wrote:
> > > **
> > >
> > > Rick
> > >
> > >    I submitted a ticket about all the issues I am having with the 
> > > new support website on Friday.  I came in to work today to find an 
> > > email in my Inbox.  The support rep who looked at my ticket only 
> > > stated that he had passed my issues on to management, and opened 
> > > an internal customer service ticket to deal with the problems I 
> > > outlined in the email.  I am not sure who "management" entails 
> > > exactly, but have not heard
> > anything more on my issues.
> > >  Good luck.
> > >
> > > -James
> > > - Original Message 
> > > From: Rick cook <[EMAIL PROTECTED]>
> > > To: arslist@ARSLIST.ORG
> > > Sent: Monday, October 23, 2006 5:23:24 PM
> > > Subject: Remed

Re: Remedy Support Site - STILL broken

[Axton]

Is anyone able to view existing tickets?  I get the following error:

Caught exception :'mHaveVisualCharacteristics' is null or not an object

I can see the table field of tickets, but receive this error when
attepting to open the details.

Axton Grams

On 10/24/06, Linda Blomberg <[EMAIL PROTECTED]> wrote:

**


Make sure you have popup blocking turned off.  There is a window that pops
up for you to enter the username an password.



Linda Blomberg

Fermi National Accelerator Laboratory

[EMAIL PROTECTED]





From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT)
Sent: Tuesday, October 24, 2006 9:56 AM

To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - STILL broken

To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - STILL broken






Hi All,

How do you get to the point where you download the patch?

I am able get to the patch download page, search for a patch, and click
download, but then I get the following popup:

 To access he patches Enter the following username and password:
rpatches Supp0rt89 (ARNOTE 3)

I am not sure where to enter that username and password.  If I do it at the
initial logon page, I get an error that it is invalid.

Eric Cleereman


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of McKenzie, James J C-E LCMC
HQISEC/L3
Sent: Tuesday, October 24, 2006 10:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - STILL broken

**

Axton:

File breakage.  We experience this constantly with Windows downloads with
OpenOffice.org (yes I work on things other than Remedy in my spare time.)

For UNIX type operating systems there is curl.  I don't know what you can
use to restart downloads for Windows type operating systems.

We have to remember that not everyone has a DS-3 (15MB) connection to the
Internet at their beck and call.

James McKenzie
L-3 GSI


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, October 24, 2006 7:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - STILL broken

Why?

Axton Grams

On 10/24/06, McKenzie, James J C-E LCMC HQISEC/L3
<[EMAIL PROTECTED]> wrote:
> **
>
>
>
> Axton:
>
> I hate using HTTP for large file downloads.  I understand that FTP can
> be a real problem,, especially if you are sitting behind a firewall.
>
> James McKenzie
> L-3 GSI
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Axton
> Sent: Tuesday, October 24, 2006 4:50 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
> Since this thread is still alive, I have to say that the new patch
> download method stinks.  FTP is a pita to use from where I sit.
>
> Axton Grams
>
> On 10/23/06, James Van Sickle <[EMAIL PROTECTED]> wrote:
> > **
> >
> > Rick
> >
> >I submitted a ticket about all the issues I am having with the
> > new support website on Friday.  I came in to work today to find an
> > email in my Inbox.  The support rep who looked at my ticket only
> > stated that he had passed my issues on to management, and opened an
> > internal customer service ticket to deal with the problems I
> > outlined in the email.  I am not sure who "management" entails
> > exactly, but have not heard
> anything more on my issues.
> >  Good luck.
> >
> > -James
> > - Original Message 
> > From: Rick cook <[EMAIL PROTECTED]>
> > To: arslist@ARSLIST.ORG
> > Sent: Monday, October 23, 2006 5:23:24 PM
> > Subject: Remedy Support Site - STILL broken
> >
> > **
> > Still broken, and no word (that I've heard, anyway) from BMC/Remedy
> > on what they're doing about it or an ETA for a fix.  I've had
> > tickets open for up to a week now (related to the broken support
> > site) that have not been addressed, and the issues reported are
> > impacting my ability to perform work for my customer.  I know I'm
> > not the only one being impacted by this unprecedented incompetence
> > on BMC's part.  What makes it worse is the feeling of being ignored.
> > Has anyone even heard anything from a sales rep attempting to
> > placate the masses?  I haven't.  Any announcement on the Support or
> > front page?  Nope.  Where's
> the leadership from BMC in all this?
> > Not where they need to be, that's for sure.
> >
> > Someone at BMC/Remedy want to address those issues with this group?
> (Hint:
> > NOW would be a good time).
> &

Re: Remedy Support Site - STILL broken

[Linda Blomberg]

Title: RE: Remedy Support Site - STILL broken
**








Make sure you have popup blocking turned
off.  There is a window that pops up for you to enter the username an password.

 

Linda Blomberg

Fermi National Accelerator Laboratory

[EMAIL PROTECTED]

 









From: Action Request
System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]
On Behalf Of Eric Cleereman (IT)
Sent: Tuesday, October 24, 2006
9:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site -
STILL broken



 



Hi All,

How do you get to the point where you download the patch?

I am able get to the patch download page, search for a
patch, and click download, but then I get the following popup:


To access he patches Enter the following username and password:  rpatches
Supp0rt89 (ARNOTE 3)

I am not sure where to enter that username and
password.  If I do it at the initial logon page, I get an error that it is
invalid.  

Eric Cleereman





-Original Message-
From: Action Request System
discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]On Behalf Of McKenzie, James J C-E LCMC
HQISEC/L3
Sent: Tuesday, October 24, 2006
10:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site -
STILL broken

** 

Axton:


File
breakage.  We experience this constantly with Windows downloads with
OpenOffice.org (yes I work on things other than Remedy in my spare time.)

For UNIX
type operating systems there is curl.  I don't know what you can use to
restart downloads for Windows type operating systems.

We have
to remember that not everyone has a DS-3 (15MB) connection to the Internet at
their beck and call. 

James
McKenzie 
L-3 GSI 
  

-Original
Message- 
From: Action Request System
discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]
On Behalf Of Axton 
Sent: Tuesday, October 24, 2006
7:07 AM 
To: arslist@ARSLIST.ORG

Subject: Re: Remedy Support Site -
STILL broken 

Why?


Axton
Grams 

On
10/24/06, McKenzie, James J C-E LCMC HQISEC/L3
<[EMAIL PROTECTED]> wrote: 
> ** 
> 
> 
> 
> Axton: 
> 
> I hate using HTTP for large
file downloads.  I understand that FTP can 
> be a real problem,, especially
if you are sitting behind a firewall. 
> 
> James McKenzie 
> L-3 GSI 
> 
> 
> -Original Message-

> From: Action Request System
discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of
Axton 
> Sent: Tuesday, October 24, 2006
4:50 AM 
> To: arslist@ARSLIST.ORG

> Subject: Re: Remedy Support
Site - STILL broken 
> 
> Since this thread is still
alive, I have to say that the new patch 
> download method stinks. 
FTP is a pita to use from where I sit. 
> 
> Axton Grams 
> 
> On 10/23/06, James Van Sickle
<[EMAIL PROTECTED]> wrote: 
> > ** 
> > 
> > Rick 
> > 
> >    I
submitted a ticket about all the issues I am having with the 
> > new support website on
Friday.  I came in to work today to find an 
> > email in my Inbox. 
The support rep who looked at my ticket only 
> > stated that he had passed
my issues on to management, and opened an 
> > internal customer service
ticket to deal with the problems I 
> > outlined in the
email.  I am not sure who "management" entails 
> > exactly, but have not
heard 
> anything more on my issues.

> >  Good luck.

> > 
> > -James 
> > - Original Message
 
> > From: Rick cook
<[EMAIL PROTECTED]> 
> > To: arslist@ARSLIST.ORG 
> > Sent: Monday, October 23,
2006 5:23:24 PM 
> > Subject: Remedy Support
Site - STILL broken 
> > 
> > ** 
> > Still broken, and no word
(that I've heard, anyway) from BMC/Remedy 
> > on what they're doing
about it or an ETA for a fix.  I've had 
> > tickets open for up to a
week now (related to the broken support 
> > site) that have not been
addressed, and the issues reported are 
> > impacting my ability to
perform work for my customer.  I know I'm 
> > not the only one being
impacted by this unprecedented incompetence 
> > on BMC's part.  What
makes it worse is the feeling of being ignored.  
> > Has anyone even heard
anything from a sales rep attempting to 
> > placate the masses? 
I haven't.  Any announcement on the Support or 
> > front page? 
Nope.  Where's 
> the leadership from BMC in all
this? 
> > Not where they need to
be, that's for sure. 
> > 
> > Someone at BMC/Remedy
want to address those issues with this group? 
> (Hint: 
> > NOW would be a good
time). 
> > 
> > Rick Cook 
> > Cook Enterprises

> >
253-278-4112__20060125___This posting 
> was 
> > submitted with HTML in
it___ 
> > 
> > 
> >
__20060125___This posting was 
>

Re: Remedy Support Site - STILL broken

[Axton]

Click ok and a browser session is opened to the ftp server.  Use the
login info provided in the popup to login to the ftp server.

Axton Grams

On 10/24/06, Eric Cleereman (IT) <[EMAIL PROTECTED]> wrote:

**


Hi All,

How do you get to the point where you download the patch?

I am able get to the patch download page, search for a patch, and click
download, but then I get the following popup:

 To access he patches Enter the following username and password:
rpatches Supp0rt89 (ARNOTE 3)

I am not sure where to enter that username and password.  If I do it at the
initial logon page, I get an error that it is invalid.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of McKenzie, James J C-E LCMC
HQISEC/L3
Sent: Tuesday, October 24, 2006 10:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - STILL broken

**

Axton:

File breakage.  We experience this constantly with Windows downloads with
OpenOffice.org (yes I work on things other than Remedy in my spare time.)

For UNIX type operating systems there is curl.  I don't know what you can
use to restart downloads for Windows type operating systems.

We have to remember that not everyone has a DS-3 (15MB) connection to the
Internet at their beck and call.

James McKenzie
L-3 GSI


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, October 24, 2006 7:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - STILL broken

Why?

Axton Grams

On 10/24/06, McKenzie, James J C-E LCMC HQISEC/L3
<[EMAIL PROTECTED]> wrote:
> **
>
>
>
> Axton:
>
> I hate using HTTP for large file downloads.  I understand that FTP can
> be a real problem,, especially if you are sitting behind a firewall.
>
> James McKenzie
> L-3 GSI
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Axton
> Sent: Tuesday, October 24, 2006 4:50 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
> Since this thread is still alive, I have to say that the new patch
> download method stinks.  FTP is a pita to use from where I sit.
>
> Axton Grams
>
> On 10/23/06, James Van Sickle <[EMAIL PROTECTED]> wrote:
> > **
> >
> > Rick
> >
> >I submitted a ticket about all the issues I am having with the
> > new support website on Friday.  I came in to work today to find an
> > email in my Inbox.  The support rep who looked at my ticket only
> > stated that he had passed my issues on to management, and opened an
> > internal customer service ticket to deal with the problems I
> > outlined in the email.  I am not sure who "management" entails
> > exactly, but have not heard
> anything more on my issues.
> >  Good luck.
> >
> > -James
> > - Original Message 
> > From: Rick cook <[EMAIL PROTECTED]>
> > To: arslist@ARSLIST.ORG
> > Sent: Monday, October 23, 2006 5:23:24 PM
> > Subject: Remedy Support Site - STILL broken
> >
> > **
> > Still broken, and no word (that I've heard, anyway) from BMC/Remedy
> > on what they're doing about it or an ETA for a fix.  I've had
> > tickets open for up to a week now (related to the broken support
> > site) that have not been addressed, and the issues reported are
> > impacting my ability to perform work for my customer.  I know I'm
> > not the only one being impacted by this unprecedented incompetence
> > on BMC's part.  What makes it worse is the feeling of being ignored.
> > Has anyone even heard anything from a sales rep attempting to
> > placate the masses?  I haven't.  Any announcement on the Support or
> > front page?  Nope.  Where's
> the leadership from BMC in all this?
> > Not where they need to be, that's for sure.
> >
> > Someone at BMC/Remedy want to address those issues with this group?
> (Hint:
> > NOW would be a good time).
> >
> > Rick Cook
> > Cook Enterprises
> > 253-278-4112__20060125___This
posting
> was
> > submitted with HTML in it___
> >
> >
> > __20060125___This posting was
> submitted with HTML
> > in it___
>
>
>
>
__
> _ UNSUBSCRIBE or access ARSlist Archives at
> http://www.wwrug.org
__20060125___This posting was
> submitted with HTML in it___

___
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__20060125___This posting was submitted
with HTML in it___
__20060125___This posting was submitted
with HTML in it___


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Re: Remedy Support Site - STILL broken

[Eric Cleereman (IT)]

Title: RE: Remedy Support Site - STILL broken
**




Hi All,
How do you get to the point 
where you download the patch?
I am able get to the patch download page, search for a patch, and 
click download, but then I get the following 
popup:
 To access he patches Enter the 
following username and password:  rpatches Supp0rt89 (ARNOTE 
3)
I am not 
sure where to enter that username and password.  If I do it at the initial 
logon page, I get an error that it is invalid.  
Eric 
Cleereman

  -Original Message-From: Action Request System 
  discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of 
  McKenzie, James J C-E LCMC HQISEC/L3Sent: Tuesday, October 24, 
  2006 10:15 AMTo: arslist@ARSLIST.ORGSubject: Re: Remedy 
  Support Site - STILL broken** 
  
  Axton: 
  File breakage.  We experience this constantly with 
  Windows downloads with OpenOffice.org (yes I work on things other than Remedy 
  in my spare time.)
  For UNIX type operating systems there is curl.  I don't 
  know what you can use to restart downloads for Windows type operating 
  systems.
  We have to remember that not everyone has a DS-3 (15MB) 
  connection to the Internet at their beck and call. 
  James McKenzie L-3 GSI 
    
  -Original Message- From: 
  Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
  Axton Sent: Tuesday, October 24, 2006 7:07 AM 
  To: arslist@ARSLIST.ORG Subject: Re: 
  Remedy Support Site - STILL broken 
  Why? 
  Axton Grams 
  On 10/24/06, McKenzie, James J C-E LCMC HQISEC/L3 
  <[EMAIL PROTECTED]> wrote: > 
  ** > > > > Axton: > > I hate using HTTP for large file 
  downloads.  I understand that FTP can > be a 
  real problem,, especially if you are sitting behind a firewall. 
  > > James McKenzie 
  > L-3 GSI > > > -Original Message- 
  > From: Action Request System discussion list(ARSList) 
  > [mailto:arslist@ARSLIST.ORG] On Behalf Of 
  Axton > Sent: Tuesday, October 24, 2006 4:50 
  AM > To: arslist@ARSLIST.ORG > Subject: Re: Remedy Support Site - STILL broken > > Since this thread is still alive, I 
  have to say that the new patch > download method 
  stinks.  FTP is a pita to use from where I sit. > > Axton Grams > > On 10/23/06, James Van Sickle 
  <[EMAIL PROTECTED]> wrote: > > ** 
  > > > > Rick 
  > > > >    
  I submitted a ticket about all the issues I am having with the 
  > > new support website on Friday.  I came 
  in to work today to find an > > email in my 
  Inbox.  The support rep who looked at my ticket only > > stated that he had passed my issues on to management, and 
  opened an > > internal customer service ticket 
  to deal with the problems I > > outlined in the 
  email.  I am not sure who "management" entails > > exactly, but have not heard > 
  anything more on my issues. > >  Good 
  luck. > > > > 
  -James > > - Original Message  
  > > From: Rick cook <[EMAIL PROTECTED]> 
  > > To: arslist@ARSLIST.ORG > > Sent: Monday, October 23, 2006 5:23:24 PM > > Subject: Remedy Support Site - STILL broken > > > > ** > > Still broken, and no word (that I've heard, anyway) from 
  BMC/Remedy > > on what they're doing about it or 
  an ETA for a fix.  I've had > > tickets 
  open for up to a week now (related to the broken support > > site) that have not been addressed, and the issues reported 
  are > > impacting my ability to perform work for 
  my customer.  I know I'm > > not the only 
  one being impacted by this unprecedented incompetence > > on BMC's part.  What makes it worse is the feeling of 
  being ignored.  > > Has anyone even heard 
  anything from a sales rep attempting to > > 
  placate the masses?  I haven't.  Any announcement on the Support or 
  > > front page?  Nope.  Where's 
  > the leadership from BMC in all this? > > Not where they need to be, that's for sure. > > > > Someone at BMC/Remedy want 
  to address those issues with this group? > 
  (Hint: > > NOW would be a good time). 
  > > > > Rick Cook 
  > > Cook Enterprises > > 
  253-278-4112__20060125___This posting > was > > submitted with HTML in 
  it___ > > > 
  > > > __20060125___This 
  posting was > submitted with HTML > > in it___ > > > > 
  __ 
  > _ UNSUBSCRIBE or access ARSlist Archives at 
  > http://www.wwrug.org __20060125___This 
  posting was > submitted with HTML in it___ 
  
  ___ 
  UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org 
  __20060125___This posting was submitted with HTML in 
  it___
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - STILL broken

[McKenzie, James J C-E LCMC HQISEC/L3]

Title: RE: Remedy Support Site - STILL broken
**





Axton:


File breakage.  We experience this constantly with Windows downloads with OpenOffice.org (yes I work on things other than Remedy in my spare time.)

For UNIX type operating systems there is curl.  I don't know what you can use to restart downloads for Windows type operating systems.

We have to remember that not everyone has a DS-3 (15MB) connection to the Internet at their beck and call.


James McKenzie
L-3 GSI
 


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Tuesday, October 24, 2006 7:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - STILL broken


Why?


Axton Grams


On 10/24/06, McKenzie, James J C-E LCMC HQISEC/L3 <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> Axton:
>
> I hate using HTTP for large file downloads.  I understand that FTP can 
> be a real problem,, especially if you are sitting behind a firewall.
>
> James McKenzie
> L-3 GSI
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
> Sent: Tuesday, October 24, 2006 4:50 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Support Site - STILL broken
>
> Since this thread is still alive, I have to say that the new patch 
> download method stinks.  FTP is a pita to use from where I sit.
>
> Axton Grams
>
> On 10/23/06, James Van Sickle <[EMAIL PROTECTED]> wrote:
> > **
> >
> > Rick
> >
> >    I submitted a ticket about all the issues I am having with the 
> > new support website on Friday.  I came in to work today to find an 
> > email in my Inbox.  The support rep who looked at my ticket only 
> > stated that he had passed my issues on to management, and opened an 
> > internal customer service ticket to deal with the problems I 
> > outlined in the email.  I am not sure who "management" entails 
> > exactly, but have not heard
> anything more on my issues.
> >  Good luck.
> >
> > -James
> > - Original Message 
> > From: Rick cook <[EMAIL PROTECTED]>
> > To: arslist@ARSLIST.ORG
> > Sent: Monday, October 23, 2006 5:23:24 PM
> > Subject: Remedy Support Site - STILL broken
> >
> > **
> > Still broken, and no word (that I've heard, anyway) from BMC/Remedy 
> > on what they're doing about it or an ETA for a fix.  I've had 
> > tickets open for up to a week now (related to the broken support 
> > site) that have not been addressed, and the issues reported are 
> > impacting my ability to perform work for my customer.  I know I'm 
> > not the only one being impacted by this unprecedented incompetence 
> > on BMC's part.  What makes it worse is the feeling of being ignored.  
> > Has anyone even heard anything from a sales rep attempting to 
> > placate the masses?  I haven't.  Any announcement on the Support or 
> > front page?  Nope.  Where's
> the leadership from BMC in all this?
> > Not where they need to be, that's for sure.
> >
> > Someone at BMC/Remedy want to address those issues with this group?
> (Hint:
> > NOW would be a good time).
> >
> > Rick Cook
> > Cook Enterprises
> > 253-278-4112__20060125___This posting
> was
> > submitted with HTML in it___
> >
> >
> > __20060125___This posting was
> submitted with HTML
> > in it___
>
>
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at 
> http://www.wwrug.org __20060125___This posting was 
> submitted with HTML in it___


___
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__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - STILL broken

[Axton]

Why?

Axton Grams

On 10/24/06, McKenzie, James J C-E LCMC HQISEC/L3
<[EMAIL PROTECTED]> wrote:

**



Axton:

I hate using HTTP for large file downloads.  I understand that FTP can be a
real problem,, especially if you are sitting behind a firewall.

James McKenzie
L-3 GSI


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, October 24, 2006 4:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - STILL broken

Since this thread is still alive, I have to say that the new patch download
method stinks.  FTP is a pita to use from where I sit.

Axton Grams

On 10/23/06, James Van Sickle <[EMAIL PROTECTED]> wrote:
> **
>
> Rick
>
>I submitted a ticket about all the issues I am having with the new
> support website on Friday.  I came in to work today to find an email
> in my Inbox.  The support rep who looked at my ticket only stated that
> he had passed my issues on to management, and opened an internal
> customer service ticket to deal with the problems I outlined in the
> email.  I am not sure who "management" entails exactly, but have not heard
anything more on my issues.
>  Good luck.
>
> -James
> - Original Message 
> From: Rick cook <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Monday, October 23, 2006 5:23:24 PM
> Subject: Remedy Support Site - STILL broken
>
> **
> Still broken, and no word (that I've heard, anyway) from BMC/Remedy on
> what they're doing about it or an ETA for a fix.  I've had tickets
> open for up to a week now (related to the broken support site) that
> have not been addressed, and the issues reported are impacting my
> ability to perform work for my customer.  I know I'm not the only one
> being impacted by this unprecedented incompetence on BMC's part.  What
> makes it worse is the feeling of being ignored.  Has anyone even heard
> anything from a sales rep attempting to placate the masses?  I
> haven't.  Any announcement on the Support or front page?  Nope.  Where's
the leadership from BMC in all this?
> Not where they need to be, that's for sure.
>
> Someone at BMC/Remedy want to address those issues with this group?
(Hint:
> NOW would be a good time).
>
> Rick Cook
> Cook Enterprises
> 253-278-4112__20060125___This posting
was
> submitted with HTML in it___
>
>
> __20060125___This posting was
submitted with HTML
> in it___



___
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Re: Remedy Support Site - STILL broken

[McKenzie, James J C-E LCMC HQISEC/L3]

Title: RE: Remedy Support Site - STILL broken
**






Axton:


I hate using HTTP for large file downloads.  I understand that FTP can be a real problem,, especially if you are sitting behind a firewall.

James McKenzie
L-3 GSI
 


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Tuesday, October 24, 2006 4:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - STILL broken


Since this thread is still alive, I have to say that the new patch download method stinks.  FTP is a pita to use from where I sit.

Axton Grams


On 10/23/06, James Van Sickle <[EMAIL PROTECTED]> wrote:
> **
>
> Rick
>
>    I submitted a ticket about all the issues I am having with the new 
> support website on Friday.  I came in to work today to find an email 
> in my Inbox.  The support rep who looked at my ticket only stated that 
> he had passed my issues on to management, and opened an internal 
> customer service ticket to deal with the problems I outlined in the 
> email.  I am not sure who "management" entails exactly, but have not heard anything more on my issues.
>  Good luck.
>
> -James
> - Original Message 
> From: Rick cook <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Monday, October 23, 2006 5:23:24 PM
> Subject: Remedy Support Site - STILL broken
>
> **
> Still broken, and no word (that I've heard, anyway) from BMC/Remedy on 
> what they're doing about it or an ETA for a fix.  I've had tickets 
> open for up to a week now (related to the broken support site) that 
> have not been addressed, and the issues reported are impacting my 
> ability to perform work for my customer.  I know I'm not the only one 
> being impacted by this unprecedented incompetence on BMC's part.  What 
> makes it worse is the feeling of being ignored.  Has anyone even heard 
> anything from a sales rep attempting to placate the masses?  I 
> haven't.  Any announcement on the Support or front page?  Nope.  Where's the leadership from BMC in all this?
> Not where they need to be, that's for sure.
>
> Someone at BMC/Remedy want to address those issues with this group?  (Hint:
> NOW would be a good time).
>
> Rick Cook
> Cook Enterprises
> 253-278-4112__20060125___This posting was 
> submitted with HTML in it___
>
>
> __20060125___This posting was submitted with HTML 
> in it___


___
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__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - STILL broken

[Lammey, Peter A.]

Interesting.  I never did attach my files to an email and send it to
Support since I always seem to hit my size quota with Outlook however,
Ill have to try again to attach a file to a ticket on the Supportweb.
Im not sure if it is our firewalls here or not.

Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michiel Beijen
Sent: Tuesday, October 24, 2006 8:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - STILL broken

Peter,

I just attached the files to the automatic email, and mailed them in.
Worked OK.
I was also able to add files to an issue using the Add attachment
button. After that, I had to save the issue. Worked fine.

--
Michiel

On 10/23/06, Lammey, Peter A. <[EMAIL PROTECTED]> wrote:
> **
>
> When I had login issues before I forwarded them to my Sales Rep and 
> eventually got a person to help but I didnt figure out how to solve it

> until I saw a response from Jim McKenzie on ARSList.
>
> On a Support ticket, I did also note to the tech support analyst that 
> I couldnt attach anything to a support ticket but he never noted that 
> as an issue.  We just worked on a way to FTP the files to Remedy BMC 
> or if he could obtain them from our FTP site.
>
>
> Thanks
> Peter Lammey
> ESPN MIT Technical Services & Applications Management
> 860-766-4761
>
>
>  
>  From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Rick cook
> Sent: Monday, October 23, 2006 5:23 PM
> To: arslist@ARSLIST.ORG
> Subject: Remedy Support Site - STILL broken
>
>
> **
> Still broken, and no word (that I've heard, anyway) from BMC/Remedy on

> what they're doing about it or an ETA for a fix.  I've had tickets 
> open for up to a week now (related to the broken support site) that 
> have not been addressed, and the issues reported are impacting my 
> ability to perform work for my customer.  I know I'm not the only one 
> being impacted by this unprecedented incompetence on BMC's part.  What

> makes it worse is the feeling of being ignored.  Has anyone even heard

> anything from a sales rep attempting to placate the masses?  I 
> haven't.  Any announcement on the Support or front page?  Nope.
Where's the leadership from BMC in all this?
> Not where they need to be, that's for sure.
>
> Someone at BMC/Remedy want to address those issues with this group?
(Hint:
> NOW would be a good time).
>
> Rick Cook
> Cook Enterprises
> 253-278-4112__20060125___This posting was 
> submitted with HTML in it___  __20060125___This 
> posting was submitted with HTML in it___


___
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Re: Remedy Support Site - STILL broken

[Michiel Beijen]

Peter,

I just attached the files to the automatic email, and mailed them in. Worked OK.
I was also able to add files to an issue using the Add attachment
button. After that, I had to save the issue. Worked fine.

--
Michiel

On 10/23/06, Lammey, Peter A. <[EMAIL PROTECTED]> wrote:

**

When I had login issues before I forwarded them to my Sales Rep and
eventually got a person to help but I didnt figure out how to solve it until
I saw a response from Jim McKenzie on ARSList.

On a Support ticket, I did also note to the tech support analyst that I
couldnt attach anything to a support ticket but he never noted that as an
issue.  We just worked on a way to FTP the files to Remedy BMC or if he
could obtain them from our FTP site.


Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761


 
 From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick cook
Sent: Monday, October 23, 2006 5:23 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Support Site - STILL broken


**
Still broken, and no word (that I've heard, anyway) from BMC/Remedy on what
they're doing about it or an ETA for a fix.  I've had tickets open for up to
a week now (related to the broken support site) that have not been
addressed, and the issues reported are impacting my ability to perform work
for my customer.  I know I'm not the only one being impacted by this
unprecedented incompetence on BMC's part.  What makes it worse is the
feeling of being ignored.  Has anyone even heard anything from a sales rep
attempting to placate the masses?  I haven't.  Any announcement on the
Support or front page?  Nope.  Where's the leadership from BMC in all this?
Not where they need to be, that's for sure.

Someone at BMC/Remedy want to address those issues with this group?  (Hint:
NOW would be a good time).

Rick Cook
Cook Enterprises
253-278-4112__20060125___This posting
was submitted with HTML in it___
 __20060125___This posting was
submitted with HTML in it___


___
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Re: Remedy Support Site - STILL broken

[Axton]

Since this thread is still alive, I have to say that the new patch
download method stinks.  FTP is a pita to use from where I sit.

Axton Grams

On 10/23/06, James Van Sickle <[EMAIL PROTECTED]> wrote:

**

Rick

   I submitted a ticket about all the issues I am having with the new
support website on Friday.  I came in to work today to find an email in my
Inbox.  The support rep who looked at my ticket only stated that he had
passed my issues on to management, and opened an internal customer service
ticket to deal with the problems I outlined in the email.  I am not sure who
"management" entails exactly, but have not heard anything more on my issues.
 Good luck.

-James
- Original Message 
From: Rick cook <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, October 23, 2006 5:23:24 PM
Subject: Remedy Support Site - STILL broken

**
Still broken, and no word (that I've heard, anyway) from BMC/Remedy on what
they're doing about it or an ETA for a fix.  I've had tickets open for up to
a week now (related to the broken support site) that have not been
addressed, and the issues reported are impacting my ability to perform work
for my customer.  I know I'm not the only one being impacted by this
unprecedented incompetence on BMC's part.  What makes it worse is the
feeling of being ignored.  Has anyone even heard anything from a sales rep
attempting to placate the masses?  I haven't.  Any announcement on the
Support or front page?  Nope.  Where's the leadership from BMC in all this?
Not where they need to be, that's for sure.

Someone at BMC/Remedy want to address those issues with this group?  (Hint:
NOW would be a good time).

Rick Cook
Cook Enterprises
253-278-4112__20060125___This posting
was submitted with HTML in it___


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Re: Remedy Support Site - STILL broken

[James Van Sickle]

**
Rick
 
   I submitted a ticket about all the issues I am having with the new support website on Friday.  I came in to work today to find an email in my Inbox.  The support rep who looked at my ticket only stated that he had passed my issues on to management, and opened an internal customer service ticket to deal with the problems I outlined in the email.  I am not sure who "management" entails exactly, but have not heard anything more on my issues.  Good luck.
 
-James
- Original Message From: Rick cook <[EMAIL PROTECTED]>To: arslist@ARSLIST.ORGSent: Monday, October 23, 2006 5:23:24 PMSubject: Remedy Support Site - STILL broken** 
Still broken, and no word (that I've heard, anyway) from BMC/Remedy on what they're doing about it or an ETA for a fix.  I've had tickets open for up to a week now (related to the broken support site) that have not been addressed, and the issues reported are impacting my ability to perform work for my customer.  I know I'm not the only one being impacted by this unprecedented incompetence on BMC's part.  What makes it worse is the feeling of being ignored.  Has anyone even heard anything from a sales rep attempting to placate the masses?  I haven't.  Any announcement on the Support or front page?  Nope.  Where's the leadership from BMC in all this?  Not where they need to be, that's for sure.
 
Someone at BMC/Remedy want to address those issues with this group?  (Hint: NOW would be a good time).
 
Rick Cook
Cook Enterprises
253-278-4112__20060125___This posting was submitted with HTML in it___

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Re: Remedy Support Site - STILL broken

[Rick cook]

**



I'm glad you got what you needed - my issues go beyond 
yours, I'm afraid, and no one has even attempted to get me past them.  No 
excuses even offerred.
 
Rick

From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter 
A.Sent: Monday, October 23, 2006 2:42 PMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - STILL 
broken
** 

When I had login issues before I forwarded them to my Sales 
Rep and eventually got a person to help but I didnt figure out how to solve it 
until I saw a response from Jim McKenzie on ARSList.
 
On a Support ticket, I did also note to the tech 
support analyst that I couldnt attach anything to a support ticket but he never 
noted that as an issue.  We just worked on a way to FTP the files to Remedy 
BMC or if he could obtain them from our FTP site.
Thanks Peter Lammey ESPN MIT Technical Services & 
Applications Management 860-766-4761 
 


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick 
cookSent: Monday, October 23, 2006 5:23 PMTo: 
arslist@ARSLIST.ORGSubject: Remedy Support Site - STILL 
broken
** 

Still broken, and no 
word (that I've heard, anyway) from BMC/Remedy on what they're doing about it or 
an ETA for a fix.  I've had tickets open for up to a week now (related to 
the broken support site) that have not been addressed, and the issues 
reported are impacting my ability to perform work for my customer.  I 
know I'm not the only one being impacted by this unprecedented incompetence on 
BMC's part.  What makes it worse is the feeling of being ignored.  Has 
anyone even heard anything from a sales rep attempting to placate the 
masses?  I haven't.  Any announcement on the Support or front 
page?  Nope.  Where's the leadership from BMC in all this?  Not 
where they need to be, that's for sure.
 
Someone at 
BMC/Remedy want to address those issues with this group?  (Hint: NOW would 
be a good time).
 
Rick Cook
Cook 
Enterprises
253-278-4112__20060125___This 
posting was submitted with HTML in it___ __20060125___This 
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Re: Remedy Support Site - STILL broken

[Lammey, Peter A.]

**



When I had login issues before I forwarded them to my Sales 
Rep and eventually got a person to help but I didnt figure out how to solve it 
until I saw a response from Jim McKenzie on ARSList.
 
On a Support ticket, I did also note to the tech 
support analyst that I couldnt attach anything to a support ticket but he never 
noted that as an issue.  We just worked on a way to FTP the files to Remedy 
BMC or if he could obtain them from our FTP site.
Thanks Peter Lammey ESPN MIT Technical Services & 
Applications Management 860-766-4761 
 


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick 
cookSent: Monday, October 23, 2006 5:23 PMTo: 
arslist@ARSLIST.ORGSubject: Remedy Support Site - STILL 
broken
** 

Still broken, and no 
word (that I've heard, anyway) from BMC/Remedy on what they're doing about it or 
an ETA for a fix.  I've had tickets open for up to a week now (related to 
the broken support site) that have not been addressed, and the issues 
reported are impacting my ability to perform work for my customer.  I 
know I'm not the only one being impacted by this unprecedented incompetence on 
BMC's part.  What makes it worse is the feeling of being ignored.  Has 
anyone even heard anything from a sales rep attempting to placate the 
masses?  I haven't.  Any announcement on the Support or front 
page?  Nope.  Where's the leadership from BMC in all this?  Not 
where they need to be, that's for sure.
 
Someone at 
BMC/Remedy want to address those issues with this group?  (Hint: NOW would 
be a good time).
 
Rick Cook
Cook 
Enterprises
253-278-4112__20060125___This 
posting was submitted with HTML in it___ 
__20060125___This posting was submitted with HTML in it___

Remedy Support Site - STILL broken

[Rick cook]

**



Still broken, and no 
word (that I've heard, anyway) from BMC/Remedy on what they're doing about it or 
an ETA for a fix.  I've had tickets open for up to a week now (related to 
the broken support site) that have not been addressed, and the issues 
reported are impacting my ability to perform work for my customer.  I 
know I'm not the only one being impacted by this unprecedented incompetence on 
BMC's part.  What makes it worse is the feeling of being ignored.  Has 
anyone even heard anything from a sales rep attempting to placate the 
masses?  I haven't.  Any announcement on the Support or front 
page?  Nope.  Where's the leadership from BMC in all this?  Not 
where they need to be, that's for sure.
 
Someone at 
BMC/Remedy want to address those issues with this group?  (Hint: NOW would 
be a good time).
 
Rick Cook
Cook 
Enterprises
253-278-4112
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed? Not exactly their support site OT:Friday Humour

[[EMAIL PROTECTED]]

**



Well, 
so this is a physical mailing from BMCSoftware,
but it 
seems related to some ancient data appearing for people.
 
Somehow I have joined a company 
called
"Ultramar Diamond Shamrock 
Incorporated"
 
[which 
doesn't match any support id I have on the web page]


 
Ironically the brochure is for 
 
"Transitioning the Service Desk from Reactive to 
Proactive",
which 
considering this week ...
 
cheers 
... Daniel
p.s. 
this might have been based on an error that occurred in 
1998.
If 
someone reading this in BMC knows who does Webinar mail 
outs,
ask 
them to check their database please. This was sent from 
Houston,
and 
Houston, we have a problem
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[Gillman, Chris]

**








So,

 

After finally getting a hold of someone at Remedy, I was finally
able to get someone to reset my support website password (3 ½ days mind you for
a password reset). At least I can get into the site now and download the
patches I need. Sheesh, what a hassle.

 

 
Christopher P. Gillman 








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Re: Remedy Support Site - Fixed?

[Tyrone Dee]

**



I found it too - thanks for the help Patrick.  Very 
poorly designed web site.
 
 


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ron 
TavaresSent: October 19, 2006 1:57 PMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - 
Fixed?
** 
Ahh,
 
I see.  Now I am in.  Guess I was clicking too fast and not 
reading.  THANK YOU, my head was starting to hurt. 
On 10/19/06, Lammey, 
Peter A. <[EMAIL PROTECTED]> 
wrote: 
The 
  trick is no click the "Submit New Issue" link below the sectionwhere it 
  says "Remedy and Marimba Heritage Customers" I feel your painI was 
  clicking and reclicking the Submit New Issueat the top of the page not 
  realizing that it is a link to login withyour Customer ID if you had 
  purchased a BMC product.It looks like they tried to separate the systems 
  into two windows that validate if you can submit either an issue BMC 
  related or one that isRemedy/Marimba related but it obviously was not done 
  in a clear way.Despite this, can ANYONE attach a file to a support 
  ticket in the new system?  It doesnt ever seem to work for 
  me.  It might be our company'sfirewalls 
  though...ThanksPeter LammeyESPN MIT Technical Services 
  & Applications 
  Management860-766-4761From: 
  Action Request System discussion list(ARSList)[mailto:arslist@ARSLIST.ORG] On Behalf Of Ron 
  TavaresSent: Thursday, October 19, 2006 1:24 PM To: arslist@ARSLIST.ORGSubject: Re: 
  Remedy Support Site - Fixed?**So are we saying that this is 
  fixed?  Becuase I am still having anissue.  I log in 
  via bmc.com/support, it lets me in fine, 
  I click tosubmit an issue, and it tells me:"You have reached this 
  page due to not having an ID in the CustomerSupport System.Please 
  contact Customer Support for a Valid ID to Access the web.Thank you for 
  your cooperation."Is there a trick around this?On 
  10/19/06, Rick Cook <[EMAIL PROTECTED] > 
  wrote:   
  **   Oh, I have been able to submit 
  tickets since Monday (and supportfor non-website issues has been as good 
  as usual), using the scenarioyou mentioned, Pat.  It's downloads 
  that are hosed, since my default (and invalid) support ID, which I cannot 
  change, is apparently not beingchanged for downloads when I select a 
  different one.  I can get patchesthat way, but not product 
  downloads.  And I happen to be hosed until I can get a 
  particular download, 
  unfortunately.   Blind Rhesus 
  monkeys with raging hemorrhagic fever could havetested this as well as 
  whoever actually tested it.  I know that Remedyhas lots of 
  people experienced in testing releases, so why was this one done so 
  poorly, if at all?  I'll try to keep from speculating 
  publicly,but I have my suspicions, as do many of 
  you.   
  Rick   On 10/19/06, patrick zandi 
  < [EMAIL PROTECTED] > 
  wrote:   
  **   
  Rick,   
  -- I got 
  it..   
  1st I had to add my support id under the manage 
  id's   
  2nd, had to make my support id as the currnent. 
     
  3rd, had to submit a ticket under the 2nd banner ofmanage my issues.. -1st 
  is Heretage..  2nd is 
  Remedy(previously 
  getting a popup error.. 
  )   
  now you get the mid-tier.. 
     
  Looks good.. just scary getting 
  there..   
  On 10/19/06, Rick Cook <[EMAIL PROTECTED] > 
  wrote:   
  ** 
     
  Even worse, it's like a bad movie that you haveto watch so that you can 
  write a required report on it for class.  Is itany coincidence 
  that the final business day of the good one was Friday the 
  13th?  Should that have been an omen for the 
  implementers?  Inretrospect, 
  perhaps.   
  Rick   
  On 10/19/06, patrick zandi < 
  [EMAIL PROTECTED]> 
  wrote:   
  **   
  this is like a BAD movie.. that guy inthe upper left.. keeps smiling at 
  me.. 
  like..   
  I've got you trapped now ... he he he ...  I am expecting a 
  Scream.wav file to kick 
  in..   
  On 10/19/06, patrick zandi<[EMAIL PROTECTED] > 
  wrote:   
  I think I tossed the email of where do I go .. to log in a 
  ticket..   
  I looked through the list of ages.. andcannot even find 1 word with remedy 
  in it 
  ?   
  Have we changed the product name ?AGAIN 
  !   
  help.   
  On 10/19/06, patrick zandi<[EMAIL PROTECTED] > 
  wrote:   
  WOW, I logged in today.. and tried to submit a ticket..    
 

Re: Remedy Support Site - Fixed?

[Richard Crosby]

Title: RE: Remedy Support Site - Fixed?
**








 

Not sure I see what the problem is. I’ve
used it without “incident” for the last few days.

 

User error? J

 

Richard









From: Mueller, Doug
[mailto:[EMAIL PROTECTED] 
Sent: Thursday, October 19, 2006
8:22 AM
Subject: Re: Remedy Support Site - Fixed?



 



 





-Original Message-
From: Action Request System
discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3
Sent: Tuesday, October 17, 2006
10:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - Fixed?

** 

Peter:

  
I 'discovered' this
yesterday.  That and the looping Remedy link if you go to
www.bmc.com/support.  About drove me nuts...


James Mckenzie

L-3 GSI 
  




From:
Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of
Lammey, Peter A. 
Sent: Tuesday, October 17, 2006
9:58 AM 
To: arslist@ARSLIST.ORG

Subject: Re: Remedy
 Support Site - Fixed? 

 

** 
Ahh..That was it... 
I got logged in but I kept
following the View Update Issues link under the BMC section 
  
Im in now 
  

 

Thanks 
Peter Lammey 
ESPN MIT Technical Services &
Applications Management 
860-766-4761 




From:
Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of
McKenzie, James J C-E LCMC HQISEC/L3

Sent:
Tuesday, October 17, 2006 12:52 PM 
To: arslist@ARSLIST.ORG

Subject: Re: Remedy
 Support Site - Fixed? 

 

** 

Peter: 

Make sure
you are using the REMEDY site and not the BMC site.  They are right on top
of each other.  Yes, BAD DESIGN... 

James
Mckenzie 
L-3 GSI 
  

-Original
Message- 
From: Action Request System
discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]
On Behalf Of Lammey, Peter A. 
Sent: Tuesday, October 17, 2006
9:33 AM 
To: arslist@ARSLIST.ORG 
Subject: Re: Remedy
 Support Site - Fixed? 

I cant
get in.  Ive got a ticket with Customer Care on it and they are sending
emails for me to try different things but its not working.

I keep
getting to the page that says I do not have a Customer Care ID even though I
use the email address that Customer Care sent me.

Even when
I try the Forgot my Password link and follow the other steps on the pages I get
to a page that indicates there was an error.

 

I tried
calling BMC support but I was left on hold for a hour so I just hung up. 

IMHO -
This new site sucks! 

Thanks 
Peter Lammey 
ESPN MIT Technical Services &
Applications Management 
860-766-4761 

-Original
Message- 
From: Action Request System
discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]
On Behalf Of Lucero, Michelle - IST contractor

Sent:
Tuesday, October 17, 2006 12:27 PM 
To: arslist@ARSLIST.ORG 
Subject: Remedy
 Support Site - Fixed? 

Hey,
Y'all: 

My
account has been fixed. Can someone else who was having issues, yesterday check
theirs? 

I am able
to see some of my cases now.  I'm so proud of them.  I love this
site. 

The
contents of the Created By column on the Update Issue Details table is kind of
cute:  "Vantive Houston Data Conversion".

Yep, we
notice everything. :) 

Since, it
seems to be kind of difficult to get through to Customer Service, may I suggest
to the individuals managing the new site to add some type of temporary Feedback
link to automatically submit issues/enhancements specific to the website.

If
someone saw a link on the page already, please let me know. 

Just in
case someone's listening: 
1.  Decrease the size of the
height and width of the top and left banners, respectively.  It's causing
a serious and annoying scroll issue in the actual mid-tier frame.

2. 
I've only seen a logout link on one page.  Someone mentioned seeing it
somewhere else.  Either add a logout button to each page, or make it
plainly visible.

So far
when I can't quite remember where I've seen the logout link, I've been using http://support.bmc.com/arsys/servlet/LogoutServlet
to logout of their site.

Overall,
I'm pleased.  I'm sure it only gets better from here. 

Michelle 

__20060125___This posting was submitted with HTML
in it___








__20060125___This posting was submitted with HTML in it___
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Re: Remedy Support Site - Fixed?

[T. Dee]

Thanks Patrick - I logged in, but I can't find manage ids.


Quoting patrick zandi <[EMAIL PROTECTED]>:


Rick,
-- I got it..
1st I had to add my support id under the manage id's
2nd, had to make my support id as the currnent.
3rd, had to submit a ticket under the 2nd banner of manage my issues.. -1st
is Heretage..  2nd is Remedy
 (previously getting a popup error.. )
now you get the mid-tier..

Looks good.. just scary getting there..


On 10/19/06, Rick Cook <[EMAIL PROTECTED]> wrote:


** Even worse, it's like a bad movie that you have to watch so that you
can write a required report on it for class.  Is it any coincidence that the
final business day of the good one was Friday the 13th?  Should that have
been an omen for the implementers?  In retrospect, perhaps.

Rick

On 10/19/06, patrick zandi <[EMAIL PROTECTED] > wrote:
>
> ** this is like a BAD movie.. that guy in the upper left.. keeps smiling
> at me.. like..
> I've got you trapped now ... he he he ...  I am expecting a 
Scream.wavfile to kick in..

>
>
>  On 10/19/06, patrick zandi <[EMAIL PROTECTED] > wrote:
> >
> > I think I tossed the email of where do I go .. to log in a ticket..
> > I looked through the list of ages.. and cannot even find 1 word with
> > remedy in it ?
> > Have we changed the product name ?  AGAIN !
> > help.
> >
> >
> >  On 10/19/06, patrick zandi <[EMAIL PROTECTED] > wrote:
> > >
> > > WOW, I logged in today.. and tried to submit a ticket..  > > voice of Mr. Crabs>
> > > I can't  .. I just can't use a product that Violates the very RULES
> > > for POOR design that were taught me from me youth up.. by a 
wise master
> > > builder of tools and applications.. his name was Remedy..  
  

> > > to put the Kitchen Sink in with the menus  .. it breaks me heart
> > > ...
> > >
> > >
> > >  On 10/19/06, Mueller, Doug <[EMAIL PROTECTED] > wrote:
> > > >
> > > > **
> > > >
> > > > -Original Message-
> > > > *From:* Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG

> > > > ]*On Behalf Of *McKenzie, James J C-E LCMC HQISEC/L3
> > > > *Sent:* Tuesday, October 17, 2006 10:01 AM
> > > > *To:* arslist@ARSLIST.ORG
> > > > *Subject:* Re: Remedy Support Site - Fixed?
> > > >
> > > > **
> > > >
> > > > Peter:
> > > >
> > > > I 'discovered' this yesterday.  That and the looping Remedy link
> > > > if you go to www.bmc.com/support.  About drove me nuts...
> > > >
> > > >
> > > > James Mckenzie
> > > > L-3 GSI
> > > >
> > > >
> > > > 
> > > >
> > > > From: Action Request System discussion list(ARSList) [
> > > > mailto:arslist@ARSLIST.ORG ] On Behalf Of
> > > > Lammey, Peter A.
> > > > Sent: Tuesday, October 17, 2006 9:58 AM
> > > > To: arslist@ARSLIST.ORG
> > > > Subject: Re: Remedy Support Site - Fixed?
> > > >
> > > > **
> > > > Ahh..That was it...
> > > > I got logged in but I kept following the View Update Issues link
> > > > under the BMC section
> > > >
> > > > Im in now
> > > >
> > > >
> > > > Thanks
> > > > Peter Lammey
> > > > ESPN MIT Technical Services & Applications Management
> > > > 860-766-4761
> > > >
> > > > 
> > > >
> > > > From: Action Request System discussion list(ARSList) [
> > > > mailto:arslist@ARSLIST.ORG ] On Behalf Of
> > > > McKenzie, James J C-E LCMC HQISEC/L3
> > > >
> > > > Sent: Tuesday, October 17, 2006 12:52 PM
> > > > To: arslist@ARSLIST.ORG
> > > > Subject: Re: Remedy Support Site - Fixed?
> > > >
> > > > **
> > > >
> > > > Peter:
> > > >
> > > > Make sure you are using the REMEDY site and not the BMC site.
> > > > They are right on top of each other.  Yes, BAD DESIGN...
> > > >
> > > > James Mckenzie
> > > > L-3 GSI
> > > >
> > > >
> > > > -Original Message-
> > > > From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]

> > > > On Behalf Of Lammey, Peter A.
> > > > Sent: Tuesday, October 17, 2006 9:33 AM

Re: Remedy Support Site - Fixed?

[Tyra Nunn]

**


I tried downloading a patch from the new website and here is the screenshot of the error that I am getting once I put the user name and password : rpatches,Supp0rt89 in 
 
Tyra NunnRemedy Application/Administrator312 8th Ave17th FloorNashville, TN 37234615-253-3113 Office615-498-1378 Cell[EMAIL PROTECTED] Email>>> "Mueller, Doug" <[EMAIL PROTECTED]> 10/19/2006 10:21 AM >>>
 

-Original Message-From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3Sent: Tuesday, October 17, 2006 10:01 AMTo: arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - Fixed?** 

Peter:   I 'discovered' this yesterday.  That and the looping Remedy link if you go to www.bmc.com/support.  About drove me nuts...
James Mckenzie L-3 GSI   
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A. Sent: Tuesday, October 17, 2006 9:58 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? 
** Ahh..That was it... I got logged in but I kept following the View Update Issues link under the BMC section   Im in now   
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 

 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3
Sent: Tuesday, October 17, 2006 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? 
** 
Peter: 
Make sure you are using the REMEDY site and not the BMC site.  They are right on top of each other.  Yes, BAD DESIGN... 
James Mckenzie L-3 GSI   
-Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A. Sent: Tuesday, October 17, 2006 9:33 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? 
I cant get in.  Ive got a ticket with Customer Care on it and they are sending emails for me to try different things but its not working.
I keep getting to the page that says I do not have a Customer Care ID even though I use the email address that Customer Care sent me.
Even when I try the Forgot my Password link and follow the other steps on the pages I get to a page that indicates there was an error.
I tried calling BMC support but I was left on hold for a hour so I just hung up. 
IMHO - This new site sucks! 
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 
-Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle - IST contractor
Sent: Tuesday, October 17, 2006 12:27 PM To: arslist@ARSLIST.ORG Subject: Remedy Support Site - Fixed? 
Hey, Y'all: 
My account has been fixed. Can someone else who was having issues, yesterday check theirs? 
I am able to see some of my cases now.  I'm so proud of them.  I love this site. 
The contents of the Created By column on the Update Issue Details table is kind of cute:  "Vantive Houston Data Conversion".
Yep, we notice everything. :) 
Since, it seems to be kind of difficult to get through to Customer Service, may I suggest to the individuals managing the new site to add some type of temporary Feedback link to automatically submit issues/enhancements specific to the website.
If someone saw a link on the page already, please let me know. 
Just in case someone's listening: 1.  Decrease the size of the height and width of the top and left banners, respectively.  It's causing a serious and annoying scroll issue in the actual mid-tier frame.
2.  I've only seen a logout link on one page.  Someone mentioned seeing it somewhere else.  Either add a logout button to each page, or make it plainly visible.
So far when I can't quite remember where I've seen the logout link, I've been using http://support.bmc.com/arsys/servlet/LogoutServlet to logout of their site.
Overall, I'm pleased.  I'm sure it only gets better from here. 
Michelle __20060125___This posting was submitted with HTML in it_20060125___This posting was submitted with HTML in it___ 
__20060125___This posting was submitted with HTML in it___

remedywebsupportissue.doc
Description: MS-Word document
BEGIN:VCARD
VERSION:2.1
X-GWTYPE:USER
FN:Tyra Nunn
TEL;WORK:615-253-3113
ORG:;Finance and Administration
EMAIL;WORK;PREF:[EMAIL PROTECTED]
N:Nunn;Tyra
END:VCARD


___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Remedy Support Site - Fixed?

[Ron Tavares]

**
Ahh,
 
I see.  Now I am in.  Guess I was clicking too fast and not reading.  THANK YOU, my head was starting to hurt. 
On 10/19/06, Lammey, Peter A. <[EMAIL PROTECTED]> wrote:
The trick is no click the "Submit New Issue" link below the sectionwhere it says "Remedy and Marimba Heritage Customers"
I feel your painI was clicking and reclicking the Submit New Issueat the top of the page not realizing that it is a link to login withyour Customer ID if you had purchased a BMC product.It looks like they tried to separate the systems into two windows that
validate if you can submit either an issue BMC related or one that isRemedy/Marimba related but it obviously was not done in a clear way.Despite this, can ANYONE attach a file to a support ticket in the new
system?  It doesnt ever seem to work for me.  It might be our company'sfirewalls though...ThanksPeter LammeyESPN MIT Technical Services & Applications Management860-766-4761
From: Action Request System discussion list(ARSList)[mailto:arslist@ARSLIST.ORG] On Behalf Of Ron TavaresSent: Thursday, October 19, 2006 1:24 PM
To: arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - Fixed?**So are we saying that this is fixed?  Becuase I am still having anissue.  I log in via 
bmc.com/support, it lets me in fine, I click tosubmit an issue, and it tells me:"You have reached this page due to not having an ID in the CustomerSupport System.
Please contact Customer Support for a Valid ID to Access the web.Thank you for your cooperation."Is there a trick around this?On 10/19/06, Rick Cook <[EMAIL PROTECTED]
> wrote:   **   Oh, I have been able to submit tickets since Monday (and supportfor non-website issues has been as good as usual), using the scenarioyou mentioned, Pat.  It's downloads that are hosed, since my default
(and invalid) support ID, which I cannot change, is apparently not beingchanged for downloads when I select a different one.  I can get patchesthat way, but not product downloads.  And I happen to be hosed until I
can get a particular download, unfortunately.   Blind Rhesus monkeys with raging hemorrhagic fever could havetested this as well as whoever actually tested it.  I know that Remedyhas lots of people experienced in testing releases, so why was this one
done so poorly, if at all?  I'll try to keep from speculating publicly,but I have my suspicions, as do many of you.   Rick   On 10/19/06, patrick zandi <
[EMAIL PROTECTED] > wrote:   **   Rick,   -- I got it..   1st I had to add my support id under the manage id's   2nd, had to make my support id as the currnent.
   3rd, had to submit a ticket under the 2nd banner ofmanage my issues.. -1st is Heretage..  2nd is Remedy(previously getting a popup error.. )   now you get the mid-tier..
   Looks good.. just scary getting there..   On 10/19/06, Rick Cook <[EMAIL PROTECTED] > wrote:   **
   Even worse, it's like a bad movie that you haveto watch so that you can write a required report on it for class.  Is itany coincidence that the final business day of the good one was Friday
the 13th?  Should that have been an omen for the implementers?  Inretrospect, perhaps.   Rick   On 10/19/06, patrick zandi <
[EMAIL PROTECTED]> wrote:   **   this is like a BAD movie.. that guy inthe upper left.. keeps smiling at me.. like..   I've got you trapped now ... he he he
...  I am expecting a Scream.wav file to kick in..   On 10/19/06, patrick zandi<[EMAIL PROTECTED] > wrote:   I think I tossed the email of where do I
go .. to log in a ticket..   I looked through the list of ages.. andcannot even find 1 word with remedy in it ?   Have we changed the product name ?
AGAIN !   help.   On 10/19/06, patrick zandi<[EMAIL PROTECTED] > wrote:   WOW, I logged in today.. and tried to
submit a ticket..    I can't  .. I just can't use a productthat Violates the very RULES for POOR design that were taught me from meyouth up.. by a wise master builder of tools and applications.. his name
was Remedy..   to put the Kitchen Sink in with themenus  .. it breaks me heart ...   On 10/19/06, Mueller, Doug
<[EMAIL PROTECTED] > wrote:   **   -Original Message-   From: Action Request System discussion
___

Re: Remedy Support Site - Fixed?

[patrick zandi]

**
I think I just sent the solution . look for the post that says 1 2 3 
 
On 10/19/06, Ron Tavares <[EMAIL PROTECTED]> wrote:
** 
So are we saying that this is fixed?  Becuase I am still having an issue.  I log in via bmc.com/support, it lets me in fine, I click to submit an issue, and it tells me:

 
"You have reached this page due to not having an ID in the Customer Support System. Please contact Customer Support for a Valid ID to Access the web. Thank you for your cooperation."
 
Is there a trick around this? 

On 10/19/06, Rick Cook <[EMAIL PROTECTED]
> wrote: 
** 
Oh, I have been able to submit tickets since Monday (and support for non-website issues has been as good as usual), using the scenario you mentioned, Pat.  It's downloads that are hosed, since my default (and invalid) support ID, which I cannot change, is apparently not being changed for downloads when I select a different one.  I can get patches that way, but not product downloads.  And I happen to be hosed until I can get a particular download, unfortunately. 

 
Blind Rhesus monkeys with raging hemorrhagic fever could have tested this as well as whoever actually tested it.  I know that Remedy has lots of people experienced in testing releases, so why was this one done so poorly, if at all?  I'll try to keep from speculating publicly, but I have my suspicions, as do many of you. 


 
Rick 
On 10/19/06, patrick zandi <[EMAIL PROTECTED] 
> wrote: 
** 
Rick, 
-- I got it.. 
1st I had to add my support id under the manage id's
2nd, had to make my support id as the currnent.
3rd, had to submit a ticket under the 2nd banner of manage my issues.. -1st is Heretage..  2nd is Remedy
 (previously getting a popup error.. )
now you get the mid-tier.. 
 
Looks good.. just scary getting there..  
On 10/19/06, Rick Cook <[EMAIL PROTECTED]
 > wrote: 
** 

Even worse, it's like a bad movie that you have to watch so that you can write a required report on it for class.  Is it any coincidence that the final business day of the good one was Friday the 13th?  Should that have been an omen for the implementers?  In retrospect, perhaps. 

 
Rick 
On 10/19/06, patrick zandi <[EMAIL PROTECTED] 
> wrote: 
** 

this is like a BAD movie.. that guy in the upper left.. keeps smiling at me.. like.. 
I've got you trapped now ... he he he ...  I am expecting a Scream.wav file to kick in.. 

On 10/19/06, patrick zandi <[EMAIL PROTECTED] 
> wrote: 

I think I tossed the email of where do I go .. to log in a ticket.. 
I looked through the list of ages.. and cannot even find 1 word with remedy in it ?
Have we changed the product name ?  AGAIN !
help. 

On 10/19/06, patrick zandi <[EMAIL PROTECTED] 
> wrote: 

WOW, I logged in today.. and tried to submit a ticket.. 
I can't  .. I just can't use a product that Violates the very RULES for POOR design that were taught me from me youth up.. by a wise master builder of tools and applications.. his name was Remedy..     

to put the Kitchen Sink in with the menus  .. it breaks me heart ...     

On 10/19/06, Mueller, Doug <[EMAIL PROTECTED] 
> wrote: 
** 

 

-Original Message-From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG]On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3Sent: Tuesday, October 17, 2006 10:01 AMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - Fixed?** 
Peter:   I 'discovered' this yesterday.  That and the looping Remedy link if you go to 
www.bmc.com/support.  About drove me nuts...
James Mckenzie L-3 GSI   
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A. 
Sent: Tuesday, October 17, 2006 9:58 AM To: arslist@ARSLIST.ORG 
Subject: Re: Remedy Support Site - Fixed? 
** Ahh..That was it... I got logged in but I kept following the View Update Issues link under the BMC section   
Im in now   
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 

 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 

Sent: Tuesday, October 17, 2006 12:52 PM To: arslist@ARSLIST.ORG
 Subject: Re: Remedy Support Site - Fixed? 
** 
Peter: 
Make sure you are using the REMEDY site and not the BMC site.  They are right on top of each other.  Yes, BAD DESIGN... 
James Mckenzie L-3 GSI   
-Original Message- From: Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A. Sent: Tuesday, October 17, 2006 9:33 AM To: 
arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? 
I cant get in.  Ive got a ticket with Customer Care on it and they are sending emails for me to try different things but its not working.
I keep getting to the page that says I do not have a Customer Care ID even

Re: Remedy Support Site - Fixed? ADM: sigh

[[EMAIL PROTECTED]]

**



If 
this keeps up BMC Remedy may already have won itself the
"Wake 
up and Smell the Coffee" Award for 2007.
 
Part 
of me wants to suggest that this thread is somewhat 
straying,
and 
most of me just wants to let you work out your issues with support 
here,
since 
it sounds like you have a better shot at it here than trying to submit 
tickets.
 
(perhaps they are using the arslist members as their 
testers).
 
 
Daniel
Disclaimer: Personally, the site was working fine for me a few days ago, 
haven't checked today

  -Original Message-From: Action Request System 
  discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of Coby 
  WestSent: October 19, 2006 13:32To: 
  arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - 
  Fixed?** 
  
  I 
  get the same thing.  I'm also not able to reset my password on the 
  site.  I think the guy in the tie is 
  giggling hysterically with the raging monkey fever.
   
  Coby 
  
-Original Message-From: Action Request System 
discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of Ron 
TavaresSent: Thursday, October 19, 2006 10:24 AMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - 
Fixed?** 
So are we saying that this is fixed?  Becuase I am still having an 
issue.  I log in via bmc.com/support, it lets me in fine, I 
click to submit an issue, and it tells me:
 
"You have reached this page due to not having an ID in the Customer 
Support System. Please contact Customer Support for a Valid ID to Access 
the web. Thank you for your cooperation."
 
Is there a trick around 
this?
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[Lammey, Peter A.]

The trick is no click the "Submit New Issue" link below the section
where it says "Remedy and Marimba Heritage Customers"
 
I feel your painI was clicking and reclicking the Submit New Issue
at the top of the page not realizing that it is a link to login with
your Customer ID if you had purchased a BMC product.
It looks like they tried to separate the systems into two windows that
validate if you can submit either an issue BMC related or one that is
Remedy/Marimba related but it obviously was not done in a clear way.
 
Despite this, can ANYONE attach a file to a support ticket in the new
system?  It doesnt ever seem to work for me.  It might be our company's
firewalls though...


Thanks 
Peter Lammey 
ESPN MIT Technical Services & Applications Management 
860-766-4761 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ron Tavares
Sent: Thursday, October 19, 2006 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - Fixed?


** 
So are we saying that this is fixed?  Becuase I am still having an
issue.  I log in via bmc.com/support, it lets me in fine, I click to
submit an issue, and it tells me:
 
"You have reached this page due to not having an ID in the Customer
Support System. 
Please contact Customer Support for a Valid ID to Access the web. 
Thank you for your cooperation."
 
Is there a trick around this?

 
On 10/19/06, Rick Cook <[EMAIL PROTECTED]> wrote: 

** 
Oh, I have been able to submit tickets since Monday (and support
for non-website issues has been as good as usual), using the scenario
you mentioned, Pat.  It's downloads that are hosed, since my default
(and invalid) support ID, which I cannot change, is apparently not being
changed for downloads when I select a different one.  I can get patches
that way, but not product downloads.  And I happen to be hosed until I
can get a particular download, unfortunately. 
 
Blind Rhesus monkeys with raging hemorrhagic fever could have
tested this as well as whoever actually tested it.  I know that Remedy
has lots of people experienced in testing releases, so why was this one
done so poorly, if at all?  I'll try to keep from speculating publicly,
but I have my suspicions, as do many of you. 

 
Rick
 
On 10/19/06, patrick zandi <[EMAIL PROTECTED] > wrote: 

** 
Rick, 
-- I got it.. 
1st I had to add my support id under the manage id's
2nd, had to make my support id as the currnent.
3rd, had to submit a ticket under the 2nd banner of
manage my issues.. -1st is Heretage..  2nd is Remedy
 (previously getting a popup error.. )
now you get the mid-tier.. 
 
Looks good.. just scary getting there.. 

 
On 10/19/06, Rick Cook <[EMAIL PROTECTED] > wrote: 

** 

Even worse, it's like a bad movie that you have
to watch so that you can write a required report on it for class.  Is it
any coincidence that the final business day of the good one was Friday
the 13th?  Should that have been an omen for the implementers?  In
retrospect, perhaps. 

 
Rick
 
On 10/19/06, patrick zandi <[EMAIL PROTECTED]
> wrote: 

** 

this is like a BAD movie.. that guy in
the upper left.. keeps smiling at me.. like.. 
I've got you trapped now ... he he he
...  I am expecting a Scream.wav file to kick in..

 

On 10/19/06, patrick zandi
<[EMAIL PROTECTED] > wrote: 

I think I tossed the email of where do I
go .. to log in a ticket.. 
I looked through the list of ages.. and
cannot even find 1 word with remedy in it ?
Have we changed the product name ?
AGAIN !
help.

 

On 10/19/06, patrick zandi
<[EMAIL PROTECTED] > wrote: 

WOW, I logged in today.. and tried to
submit a ticket.. 
I can't  .. I just can't use a product
that Violates the very RULES for POOR design that were taught me from me
youth up.. by a wise master builder of tools and applications.. his 

Re: Remedy Support Site - Fixed?

[Coby West]

**



I get 
the same thing.  I'm also not able to reset my password on the site.  
I think the guy in the tie is giggling 
hysterically with the raging monkey fever.
 
Coby 

  -Original Message-From: Action Request System 
  discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of Ron 
  TavaresSent: Thursday, October 19, 2006 10:24 AMTo: 
  arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - 
  Fixed?** 
  So are we saying that this is fixed?  Becuase I am still having an 
  issue.  I log in via bmc.com/support, it lets me in fine, I click 
  to submit an issue, and it tells me:
   
  "You have reached this page due to not having an ID in the Customer 
  Support System. Please contact Customer Support for a Valid ID to Access 
  the web. Thank you for your cooperation."
   
  Is there a trick around this? 
  On 10/19/06, Rick 
  Cook <[EMAIL PROTECTED]> wrote: 
  ** 

Oh, I have been able to submit tickets since Monday (and support for 
non-website issues has been as good as usual), using the scenario you 
mentioned, Pat.  It's downloads that are hosed, since my default (and 
invalid) support ID, which I cannot change, is apparently not being changed 
for downloads when I select a different one.  I can get patches that 
way, but not product downloads.  And I happen to be hosed until I can 
get a particular download, unfortunately. 
 
Blind Rhesus monkeys with raging hemorrhagic fever could have tested 
this as well as whoever actually tested it.  I know that Remedy has 
lots of people experienced in testing releases, so why was this one 
done so poorly, if at all?  I'll try to keep from speculating publicly, 
but I have my suspicions, as do many of you. 

 
Rick 
On 10/19/06, patrick 
zandi <[EMAIL PROTECTED] > 
wrote: 
** 

  Rick, 
  -- I got it.. 
  1st I had to add my support id under the manage id's
  2nd, had to make my support id as the currnent.
  3rd, had to submit a ticket under the 2nd banner of manage my 
  issues.. -1st is Heretage..  2nd is Remedy
   (previously getting a popup error.. )
  now you get the mid-tier.. 
   
  Looks good.. just scary getting there..  
  On 10/19/06, Rick 
  Cook <[EMAIL PROTECTED] 
  > wrote: 
  ** 


Even worse, it's like a bad movie that you have to watch so that 
you can write a required report on it for class.  Is it any 
coincidence that the final business day of the good one was Friday the 
13th?  Should that have been an omen for the implementers?  In 
retrospect, perhaps. 
 
Rick 
On 10/19/06, patrick zandi <[EMAIL PROTECTED] 
> wrote: 
** 

  
  this is like a BAD movie.. that guy in the upper left.. keeps 
  smiling at me.. like.. 
  I've got you trapped now ... he he he ...  I am expecting a 
  Scream.wav file to kick in.. 
  
  On 10/19/06, patrick zandi <[EMAIL PROTECTED] 
  > wrote: 
  
I think I tossed the email of where do I go .. to log in a 
ticket.. 
I looked through the list of ages.. and cannot even find 1 word 
with remedy in it ?
Have we changed the product name ?  AGAIN !
help. 

On 10/19/06, patrick zandi <[EMAIL PROTECTED] 
> wrote: 

  WOW, I logged in today.. and tried to submit a ticket.. 
  
  I can't  .. I just can't use a product that Violates the 
  very RULES for POOR design that were taught me from me youth up.. 
  by a wise master builder of tools and applications.. his name was 
  Remedy..     
  to put the Kitchen Sink in with the menus  .. it breaks 
  me heart ...     
  
  On 10/19/06, Mueller, Doug <[EMAIL PROTECTED] > wrote: 
  ** 


 

  -Original 
  Message-From: Action Request System discussion 
  list(ARSList) [mailto: 
  arslist@ARSLIST.ORG]On Behalf Of McKenzie, James J 
  C-E LCMC HQISEC/L3Sent: Tuesday, October 17, 2006 
      10:01 AMTo: arslist@ARSLIST.ORGSubject: Re: 
  Remedy Support Site - Fixed?** 
  Peter:   
  I 'discovered' this yesterday.  That and 
  the looping Remedy link if you go to www.bmc.com/support.  About drove me 
  nuts...
  James Mckenzie 
  L-3 GSI   
  
   
  From: Action Request System discussio

Re: Remedy Support Site - Fixed?

[Ron Tavares]

**
So are we saying that this is fixed?  Becuase I am still having an issue.  I log in via bmc.com/support, it lets me in fine, I click to submit an issue, and it tells me:
 
"You have reached this page due to not having an ID in the Customer Support System. Please contact Customer Support for a Valid ID to Access the web. Thank you for your cooperation."
 
Is there a trick around this? 
On 10/19/06, Rick Cook <[EMAIL PROTECTED]> wrote:
** 
Oh, I have been able to submit tickets since Monday (and support for non-website issues has been as good as usual), using the scenario you mentioned, Pat.  It's downloads that are hosed, since my default (and invalid) support ID, which I cannot change, is apparently not being changed for downloads when I select a different one.  I can get patches that way, but not product downloads.  And I happen to be hosed until I can get a particular download, unfortunately. 

 
Blind Rhesus monkeys with raging hemorrhagic fever could have tested this as well as whoever actually tested it.  I know that Remedy has lots of people experienced in testing releases, so why was this one done so poorly, if at all?  I'll try to keep from speculating publicly, but I have my suspicions, as do many of you. 


 
Rick 
On 10/19/06, patrick zandi <[EMAIL PROTECTED]
> wrote: 
** 
Rick, 
-- I got it.. 
1st I had to add my support id under the manage id's
2nd, had to make my support id as the currnent.
3rd, had to submit a ticket under the 2nd banner of manage my issues.. -1st is Heretage..  2nd is Remedy
 (previously getting a popup error.. )
now you get the mid-tier.. 
 
Looks good.. just scary getting there..  
On 10/19/06, Rick Cook <[EMAIL PROTECTED]
 > wrote: 
** 

Even worse, it's like a bad movie that you have to watch so that you can write a required report on it for class.  Is it any coincidence that the final business day of the good one was Friday the 13th?  Should that have been an omen for the implementers?  In retrospect, perhaps. 

 
Rick 
On 10/19/06, patrick zandi <[EMAIL PROTECTED] 
> wrote: 
** 

this is like a BAD movie.. that guy in the upper left.. keeps smiling at me.. like.. 
I've got you trapped now ... he he he ...  I am expecting a Scream.wav file to kick in.. 

On 10/19/06, patrick zandi <[EMAIL PROTECTED] 
> wrote: 

I think I tossed the email of where do I go .. to log in a ticket.. 
I looked through the list of ages.. and cannot even find 1 word with remedy in it ?
Have we changed the product name ?  AGAIN !
help. 

On 10/19/06, patrick zandi <[EMAIL PROTECTED] 
> wrote: 

WOW, I logged in today.. and tried to submit a ticket.. 
I can't  .. I just can't use a product that Violates the very RULES for POOR design that were taught me from me youth up.. by a wise master builder of tools and applications.. his name was Remedy..     

to put the Kitchen Sink in with the menus  .. it breaks me heart ...     

On 10/19/06, Mueller, Doug <[EMAIL PROTECTED] 
> wrote: 
** 

 

-Original Message-From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG]On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3Sent: Tuesday, October 17, 2006 10:01 AMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - Fixed?** 
Peter:   I 'discovered' this yesterday.  That and the looping Remedy link if you go to 
www.bmc.com/support.  About drove me nuts...
James Mckenzie L-3 GSI   
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A. 
Sent: Tuesday, October 17, 2006 9:58 AM To: arslist@ARSLIST.ORG 
Subject: Re: Remedy Support Site - Fixed? 
** Ahh..That was it... I got logged in but I kept following the View Update Issues link under the BMC section   
Im in now   
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 

 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 

Sent: Tuesday, October 17, 2006 12:52 PM To: arslist@ARSLIST.ORG
 Subject: Re: Remedy Support Site - Fixed? 
** 
Peter: 
Make sure you are using the REMEDY site and not the BMC site.  They are right on top of each other.  Yes, BAD DESIGN... 
James Mckenzie L-3 GSI   
-Original Message- From: Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A. Sent: Tuesday, October 17, 2006 9:33 AM To: 
arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? 
I cant get in.  Ive got a ticket with Customer Care on it and they are sending emails for me to try different things but its not working.
I keep getting to the page that says I do not have a Customer Care ID even though I use the email address that Customer Care sent me.
Even when I try the Forgot my Password link and follow the other steps on the p

Re: Remedy Support Site - Fixed?

[Rick Cook]

**
Oh, I have been able to submit tickets since Monday (and support for non-website issues has been as good as usual), using the scenario you mentioned, Pat.  It's downloads that are hosed, since my default (and invalid) support ID, which I cannot change, is apparently not being changed for downloads when I select a different one.  I can get patches that way, but not product downloads.  And I happen to be hosed until I can get a particular download, unfortunately.

 
Blind Rhesus monkeys with raging hemorrhagic fever could have tested this as well as whoever actually tested it.  I know that Remedy has lots of people experienced in testing releases, so why was this one done so poorly, if at all?  I'll try to keep from speculating publicly, but I have my suspicions, as do many of you.

 
Rick 
On 10/19/06, patrick zandi <[EMAIL PROTECTED]> wrote:
** 
Rick, 
-- I got it.. 
1st I had to add my support id under the manage id's
2nd, had to make my support id as the currnent.
3rd, had to submit a ticket under the 2nd banner of manage my issues.. -1st is Heretage..  2nd is Remedy
 (previously getting a popup error.. )
now you get the mid-tier.. 
 
Looks good.. just scary getting there..  
On 10/19/06, Rick Cook <[EMAIL PROTECTED]
 > wrote: 
** 

Even worse, it's like a bad movie that you have to watch so that you can write a required report on it for class.  Is it any coincidence that the final business day of the good one was Friday the 13th?  Should that have been an omen for the implementers?  In retrospect, perhaps. 

 
Rick 
On 10/19/06, patrick zandi <[EMAIL PROTECTED] 
> wrote: 
** 

this is like a BAD movie.. that guy in the upper left.. keeps smiling at me.. like.. 
I've got you trapped now ... he he he ...  I am expecting a Scream.wav file to kick in.. 

On 10/19/06, patrick zandi <[EMAIL PROTECTED] 
> wrote: 

I think I tossed the email of where do I go .. to log in a ticket.. 
I looked through the list of ages.. and cannot even find 1 word with remedy in it ?
Have we changed the product name ?  AGAIN !
help. 

On 10/19/06, patrick zandi <[EMAIL PROTECTED] 
> wrote: 

WOW, I logged in today.. and tried to submit a ticket.. 
I can't  .. I just can't use a product that Violates the very RULES for POOR design that were taught me from me youth up.. by a wise master builder of tools and applications.. his name was Remedy..     

to put the Kitchen Sink in with the menus  .. it breaks me heart ...     

On 10/19/06, Mueller, Doug <[EMAIL PROTECTED] 
> wrote: 
** 

 

-Original Message-From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG]On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3Sent: Tuesday, October 17, 2006 10:01 AMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - Fixed?** 
Peter:   I 'discovered' this yesterday.  That and the looping Remedy link if you go to 
www.bmc.com/support.  About drove me nuts...
James Mckenzie L-3 GSI   
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A. 
Sent: Tuesday, October 17, 2006 9:58 AM To: arslist@ARSLIST.ORG 
Subject: Re: Remedy Support Site - Fixed? 
** Ahh..That was it... I got logged in but I kept following the View Update Issues link under the BMC section   
Im in now   
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 

 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 

Sent: Tuesday, October 17, 2006 12:52 PM To: arslist@ARSLIST.ORG
 Subject: Re: Remedy Support Site - Fixed? 
** 
Peter: 
Make sure you are using the REMEDY site and not the BMC site.  They are right on top of each other.  Yes, BAD DESIGN... 
James Mckenzie L-3 GSI   
-Original Message- From: Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A. Sent: Tuesday, October 17, 2006 9:33 AM To: 
arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? 
I cant get in.  Ive got a ticket with Customer Care on it and they are sending emails for me to try different things but its not working.
I keep getting to the page that says I do not have a Customer Care ID even though I use the email address that Customer Care sent me.
Even when I try the Forgot my Password link and follow the other steps on the pages I get to a page that indicates there was an error.
I tried calling BMC support but I was left on hold for a hour so I just hung up. 
IMHO - This new site sucks! 
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 
-Original Message- From: Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle - IST contractor
Sent: Tuesday, October 17, 2006 12:27 PM To

Re: Remedy Support Site - Fixed?

[Kohli, Himanshu]

This is a multi-part message in MIME format.
I am wondering whether Remedy Support guys are using there own ITSM product or 
not and specially the Change Mgt module :) ..could be that there 
Approval server went down :( ...and they did the Change Request without Testing 
& Approvals :) 
 



From: Action Request System discussion list(ARSList) on behalf of Tyrone Dee
Sent: Thu 10/19/2006 12:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - Fixed?


** 
It was working fine before, they should have just left well enough alone.  I 
don't know why they didn't test it first.
 
 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Rick Cook
Sent: October 19, 2006 12:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - Fixed?


** 
Even worse, it's like a bad movie that you have to watch so that you can write 
a required report on it for class.  Is it any coincidence that the final 
business day of the good one was Friday the 13th?  Should that have been an 
omen for the implementers?  In retrospect, perhaps. 
 
Rick
 
On 10/19/06, patrick zandi <[EMAIL PROTECTED]> wrote: 

** 
this is like a BAD movie.. that guy in the upper left.. keeps smiling 
at me.. like.. 
I've got you trapped now ... he he he ...  I am expecting a Scream.wav 
file to kick in..

 

On 10/19/06, patrick zandi <[EMAIL PROTECTED] > wrote: 

I think I tossed the email of where do I go .. to log in a 
ticket.. 
I looked through the list of ages.. and cannot even find 1 word 
with remedy in it ?
Have we changed the product name ?  AGAIN !
help.

 

On 10/19/06, patrick zandi <[EMAIL PROTECTED] > wrote: 

WOW, I logged in today.. and tried to submit a ticket.. 

I can't  .. I just can't use a product that Violates 
the very RULES for POOR design that were taught me from me youth up.. by a wise 
master builder of tools and applications.. his name was Remedy..
 
to put the Kitchen Sink in with the menus  .. it breaks 
me heart ...

 

On 10/19/06, Mueller, Doug <[EMAIL PROTECTED] > wrote: 

** 
 

-Original Message-
From: Action Request System discussion 
list(ARSList) [mailto: 
___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Remedy Support Site - Fixed?

[patrick zandi]

**
Rick, 
-- I got it.. 
1st I had to add my support id under the manage id's
2nd, had to make my support id as the currnent.
3rd, had to submit a ticket under the 2nd banner of manage my issues.. -1st is Heretage..  2nd is Remedy
 (previously getting a popup error.. )
now you get the mid-tier.. 
 
Looks good.. just scary getting there..  
On 10/19/06, Rick Cook <[EMAIL PROTECTED]
> wrote: 
** 
Even worse, it's like a bad movie that you have to watch so that you can write a required report on it for class.  Is it any coincidence that the final business day of the good one was Friday the 13th?  Should that have been an omen for the implementers?  In retrospect, perhaps. 

 
Rick 
On 10/19/06, patrick zandi <[EMAIL PROTECTED] 
> wrote: 
** 

this is like a BAD movie.. that guy in the upper left.. keeps smiling at me.. like.. 
I've got you trapped now ... he he he ...  I am expecting a Scream.wav file to kick in.. 

On 10/19/06, patrick zandi <[EMAIL PROTECTED] 
> wrote: 

I think I tossed the email of where do I go .. to log in a ticket.. 
I looked through the list of ages.. and cannot even find 1 word with remedy in it ?
Have we changed the product name ?  AGAIN !
help. 

On 10/19/06, patrick zandi <[EMAIL PROTECTED] 
> wrote: 

WOW, I logged in today.. and tried to submit a ticket.. 
I can't  .. I just can't use a product that Violates the very RULES for POOR design that were taught me from me youth up.. by a wise master builder of tools and applications.. his name was Remedy..     

to put the Kitchen Sink in with the menus  .. it breaks me heart ...     

On 10/19/06, Mueller, Doug <[EMAIL PROTECTED] 
> wrote: 
** 

 

-Original Message-From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG]On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3Sent: Tuesday, October 17, 2006 10:01 AMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - Fixed?** 
Peter:   I 'discovered' this yesterday.  That and the looping Remedy link if you go to 
www.bmc.com/support.  About drove me nuts...
James Mckenzie L-3 GSI   
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A. 
Sent: Tuesday, October 17, 2006 9:58 AM To: arslist@ARSLIST.ORG 
Subject: Re: Remedy Support Site - Fixed? 
** Ahh..That was it... I got logged in but I kept following the View Update Issues link under the BMC section   
Im in now   
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 

 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 

Sent: Tuesday, October 17, 2006 12:52 PM To: arslist@ARSLIST.ORG
 Subject: Re: Remedy Support Site - Fixed? 
** 
Peter: 
Make sure you are using the REMEDY site and not the BMC site.  They are right on top of each other.  Yes, BAD DESIGN... 
James Mckenzie L-3 GSI   
-Original Message- From: Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A. Sent: Tuesday, October 17, 2006 9:33 AM To: 
arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? 
I cant get in.  Ive got a ticket with Customer Care on it and they are sending emails for me to try different things but its not working.
I keep getting to the page that says I do not have a Customer Care ID even though I use the email address that Customer Care sent me.
Even when I try the Forgot my Password link and follow the other steps on the pages I get to a page that indicates there was an error.
I tried calling BMC support but I was left on hold for a hour so I just hung up. 
IMHO - This new site sucks! 
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 
-Original Message- From: Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle - IST contractor
Sent: Tuesday, October 17, 2006 12:27 PM To: arslist@ARSLIST.ORG
 Subject: Remedy Support Site - Fixed? 
Hey, Y'all: 
My account has been fixed. Can someone else who was having issues, yesterday check theirs? 
I am able to see some of my cases now.  I'm so proud of them.  I love this site. 
The contents of the Created By column on the Update Issue Details table is kind of cute:  "Vantive Houston Data Conversion".
Yep, we notice everything. :) 
Since, it seems to be kind of difficult to get through to Customer Service, may I suggest to the individuals managing the new site to add some type of temporary Feedback link to automatically submit issues/enhancements specific to the website. 

If someone saw a link on the page already, please let me know. 
Just in case someone's listening: 1.  Decrease the size of the height and width of the top and left banners, respectively.  It's causi

Re: Remedy Support Site - Fixed?

[Reiser, John J]

Sorry, that was my bad. I was aimlessly staring into the page and I said
"Candyman, Candyman, Candyman."
 
Actually I haven't had any troubles with the new site except for trying
to access the BMC Heritage links by mistake.
 
I would like the ability to change my Primary Site ID but at least I
have been able to access the Issues and System profiles for my other
sites with out much trouble.
 
ARS 6.3 Patch 003
Midtier 6.3 Patch 14
MS SQL 2000 SP2 on a remote SAN
John J. Reiser
Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased
by me


 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Thursday, October 19, 2006 12:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - Fixed?


** 
Even worse, it's like a bad movie that you have to watch so that you can
write a required report on it for class.  Is it any coincidence that the
final business day of the good one was Friday the 13th?  Should that
have been an omen for the implementers?  In retrospect, perhaps. 
 
Rick
 
On 10/19/06, patrick zandi <[EMAIL PROTECTED]> wrote: 

** 
this is like a BAD movie.. that guy in the upper left.. keeps
smiling at me.. like.. 
I've got you trapped now ... he he he ...  I am expecting a
Scream.wav file to kick in..

 
On 10/19/06, patrick zandi <[EMAIL PROTECTED] > wrote:


I think I tossed the email of where do I go .. to log in
a ticket.. 
I looked through the list of ages.. and cannot even find
1 word with remedy in it ?
Have we changed the product name ?  AGAIN !
help.

 
On 10/19/06, patrick zandi
<[EMAIL PROTECTED] > wrote: 

WOW, I logged in today.. and tried to submit a
ticket.. 
I can't  .. I just can't use a product that
Violates the very RULES for POOR design that were taught me from me
youth up.. by a wise master builder of tools and applications.. his name
was Remedy.. 
to put the Kitchen Sink in with the menus  .. it
breaks me heart ...

 
On 10/19/06, Mueller,
Doug <[EMAIL PROTECTED] > wrote: 

** 
 

-Original Message-
From: Action Request System

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Remedy Support Site - Fixed?

[Tyrone Dee]

**



It was working fine before, they should have just left well 
enough alone.  I don't know why they didn't test it 
first.
 
 


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick 
CookSent: October 19, 2006 12:13 PMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - 
Fixed?
** 
Even worse, it's like a bad movie that you have to watch so that you can 
write a required report on it for class.  Is it any coincidence that the 
final business day of the good one was Friday the 13th?  Should that have 
been an omen for the implementers?  In retrospect, perhaps. 
 
Rick 
On 10/19/06, patrick 
zandi <[EMAIL PROTECTED]> 
wrote: 
** 

  this is like a BAD movie.. that guy in the upper left.. keeps smiling at 
  me.. like.. 
  I've got you trapped now ... he he he ...  I am expecting a 
  Scream.wav file to kick in.. 
  
  On 10/19/06, patrick 
  zandi <[EMAIL PROTECTED] > 
  wrote: 
  
I think I tossed the email of where do I go .. to log in a ticket.. 

I looked through the list of ages.. and cannot even find 1 word with 
remedy in it ?
Have we changed the product name ?  AGAIN !
help. 

On 10/19/06, patrick 
zandi <[EMAIL PROTECTED] > 
wrote: 

  WOW, I logged in today.. and tried to submit a ticket.. 
  I can't  .. I just can't use a product that Violates the very 
  RULES for POOR design that were taught me from me youth up.. by a wise 
  master builder of tools and applications.. his name was Remedy..  
     
  to put the Kitchen Sink in with the menus  .. it breaks me heart 
  ...     
  
  On 10/19/06, Mueller, Doug <[EMAIL PROTECTED] 
  > wrote: 
  ** 


 

  -Original 
  Message-From: Action Request System discussion 
  list(ARSList) [mailto: 
  arslist@ARSLIST.ORG]On Behalf Of McKenzie, James J C-E LCMC 
  HQISEC/L3Sent: Tuesday, October 17, 2006 10:01 
  AMTo: arslist@ARSLIST.ORGSubject: Re: Remedy 
  Support Site - Fixed?** 
  Peter:   I 'discovered' this yesterday.  That and the looping 
  Remedy link if you go to www.bmc.com/support.  About drove me 
  nuts...
  James Mckenzie 
  L-3 GSI   
   
  From: Action Request System discussion list(ARSList) 
  [mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, 
  Peter A. Sent: Tuesday, October 17, 2006 9:58 
      AM To: arslist@ARSLIST.ORG 
  Subject: Re: Remedy Support Site - 
  Fixed? 
  ** Ahh..That was it... 
  I got logged in but I kept following the View Update 
  Issues link under the BMC section   Im in now   
  Thanks Peter Lammey 
  ESPN MIT Technical Services & Applications 
  Management 860-766-4761 
  
   
  From: Action Request System discussion list(ARSList) 
  [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, 
  James J C-E LCMC HQISEC/L3 
  Sent: Tuesday, October 17, 2006 12:52 PM 
  To: arslist@ARSLIST.ORG Subject: 
  Re: Remedy Support Site - Fixed? 
  ** 
  Peter: 
  Make sure you are using the REMEDY site and not the 
  BMC site.  They are right on top of each other.  Yes, BAD 
  DESIGN... 
  James Mckenzie L-3 GSI 
    
  -Original Message- From: Action Request System discussion list(ARSList) [ 
  mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A. 
  Sent: Tuesday, October 17, 2006 9:33 AM 
  To: arslist@ARSLIST.ORG Subject: 
  Re: Remedy Support Site - Fixed? 
  I cant get in.  Ive got a ticket with Customer 
  Care on it and they are sending emails for me to try different things 
  but its not working.
  I keep getting to the page that says I do not have a 
  Customer Care ID even though I use the email address that Customer 
  Care sent me.
  Even when I try the Forgot my Password link and follow 
  the other steps on the pages I get to a page that indicates there was 
  an error.
  I tried calling BMC support but I was left on hold for 
  a hour so I just hung up. 
  IMHO - This new site sucks! 
  Thanks Peter Lammey 
  ESPN MIT Technical Services & Applications 
  Management 860-766-4761 
  -Original Message- From: Action Request System discussion list(ARSList) [ 
  mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle - IST 
  contractor
  Sent: Tuesday, October 17, 2006 12:27 PM 
  To: arslist@ARSLIST.ORG Subject: 
  Remedy Support Site - Fixed? 
  He

Re: Remedy Support Site - Fixed?

[Rick Cook]

**
Even worse, it's like a bad movie that you have to watch so that you can write a required report on it for class.  Is it any coincidence that the final business day of the good one was Friday the 13th?  Should that have been an omen for the implementers?  In retrospect, perhaps.

 
Rick 
On 10/19/06, patrick zandi <[EMAIL PROTECTED]> wrote:
** 
this is like a BAD movie.. that guy in the upper left.. keeps smiling at me.. like.. 
I've got you trapped now ... he he he ...  I am expecting a Scream.wav file to kick in.. 

On 10/19/06, patrick zandi <[EMAIL PROTECTED]
> wrote: 

I think I tossed the email of where do I go .. to log in a ticket.. 
I looked through the list of ages.. and cannot even find 1 word with remedy in it ?
Have we changed the product name ?  AGAIN !
help. 

On 10/19/06, patrick zandi <[EMAIL PROTECTED] 
> wrote: 

WOW, I logged in today.. and tried to submit a ticket.. 
I can't  .. I just can't use a product that Violates the very RULES for POOR design that were taught me from me youth up.. by a wise master builder of tools and applications.. his name was Remedy..     

to put the Kitchen Sink in with the menus  .. it breaks me heart ...     

On 10/19/06, Mueller, Doug <[EMAIL PROTECTED] 
> wrote: 
** 

 

-Original Message-From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG]On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3Sent: Tuesday, October 17, 2006 10:01 AMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - Fixed?** 
Peter:   I 'discovered' this yesterday.  That and the looping Remedy link if you go to 
www.bmc.com/support.  About drove me nuts...
James Mckenzie L-3 GSI   
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A. 
Sent: Tuesday, October 17, 2006 9:58 AM To: arslist@ARSLIST.ORG 
Subject: Re: Remedy Support Site - Fixed? 
** Ahh..That was it... I got logged in but I kept following the View Update Issues link under the BMC section   
Im in now   
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 

 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 

Sent: Tuesday, October 17, 2006 12:52 PM To: arslist@ARSLIST.ORG
 Subject: Re: Remedy Support Site - Fixed? 
** 
Peter: 
Make sure you are using the REMEDY site and not the BMC site.  They are right on top of each other.  Yes, BAD DESIGN... 
James Mckenzie L-3 GSI   
-Original Message- From: Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A. Sent: Tuesday, October 17, 2006 9:33 AM To: 
arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? 
I cant get in.  Ive got a ticket with Customer Care on it and they are sending emails for me to try different things but its not working.
I keep getting to the page that says I do not have a Customer Care ID even though I use the email address that Customer Care sent me.
Even when I try the Forgot my Password link and follow the other steps on the pages I get to a page that indicates there was an error.
I tried calling BMC support but I was left on hold for a hour so I just hung up. 
IMHO - This new site sucks! 
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 
-Original Message- From: Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle - IST contractor
Sent: Tuesday, October 17, 2006 12:27 PM To: arslist@ARSLIST.ORG
 Subject: Remedy Support Site - Fixed? 
Hey, Y'all: 
My account has been fixed. Can someone else who was having issues, yesterday check theirs? 
I am able to see some of my cases now.  I'm so proud of them.  I love this site. 
The contents of the Created By column on the Update Issue Details table is kind of cute:  "Vantive Houston Data Conversion".
Yep, we notice everything. :) 
Since, it seems to be kind of difficult to get through to Customer Service, may I suggest to the individuals managing the new site to add some type of temporary Feedback link to automatically submit issues/enhancements specific to the website. 

If someone saw a link on the page already, please let me know. 
Just in case someone's listening: 1.  Decrease the size of the height and width of the top and left banners, respectively.  It's causing a serious and annoying scroll issue in the actual mid-tier frame. 

2.  I've only seen a logout link on one page.  Someone mentioned seeing it somewhere else.  Either add a logout button to each page, or make it plainly visible.
So far when I can't quite remember where I've seen the logout link, I've been using 
http://support.bmc.com/arsys/servlet/LogoutServlet to logout of their site.

Re: Remedy Support Site - Fixed?

[patrick zandi]

**
this is like a BAD movie.. that guy in the upper left.. keeps smiling at me.. like.. 
I've got you trapped now ... he he he ...  I am expecting a Scream.wav file to kick in.. 
On 10/19/06, patrick zandi <[EMAIL PROTECTED]> wrote:

I think I tossed the email of where do I go .. to log in a ticket.. 
I looked through the list of ages.. and cannot even find 1 word with remedy in it ?
Have we changed the product name ?  AGAIN !
help. 

On 10/19/06, patrick zandi <[EMAIL PROTECTED]
> wrote: 

WOW, I logged in today.. and tried to submit a ticket.. 
I can't  .. I just can't use a product that Violates the very RULES for POOR design that were taught me from me youth up.. by a wise master builder of tools and applications.. his name was Remedy..     

to put the Kitchen Sink in with the menus  .. it breaks me heart ...     

On 10/19/06, Mueller, Doug <[EMAIL PROTECTED] 
> wrote: 
** 

 

-Original Message-From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG]On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3Sent: Tuesday, October 17, 2006 10:01 AMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - Fixed?** 
Peter:   I 'discovered' this yesterday.  That and the looping Remedy link if you go to 
www.bmc.com/support.  About drove me nuts...
James Mckenzie L-3 GSI   
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A. 
Sent: Tuesday, October 17, 2006 9:58 AM To: arslist@ARSLIST.ORG 
Subject: Re: Remedy Support Site - Fixed? 
** Ahh..That was it... I got logged in but I kept following the View Update Issues link under the BMC section   
Im in now   
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 

 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 

Sent: Tuesday, October 17, 2006 12:52 PM To: arslist@ARSLIST.ORG
 Subject: Re: Remedy Support Site - Fixed? 
** 
Peter: 
Make sure you are using the REMEDY site and not the BMC site.  They are right on top of each other.  Yes, BAD DESIGN... 
James Mckenzie L-3 GSI   
-Original Message- From: Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A. Sent: Tuesday, October 17, 2006 9:33 AM To: 
arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? 
I cant get in.  Ive got a ticket with Customer Care on it and they are sending emails for me to try different things but its not working.
I keep getting to the page that says I do not have a Customer Care ID even though I use the email address that Customer Care sent me.
Even when I try the Forgot my Password link and follow the other steps on the pages I get to a page that indicates there was an error.
I tried calling BMC support but I was left on hold for a hour so I just hung up. 
IMHO - This new site sucks! 
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 
-Original Message- From: Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle - IST contractor
Sent: Tuesday, October 17, 2006 12:27 PM To: arslist@ARSLIST.ORG
 Subject: Remedy Support Site - Fixed? 
Hey, Y'all: 
My account has been fixed. Can someone else who was having issues, yesterday check theirs? 
I am able to see some of my cases now.  I'm so proud of them.  I love this site. 
The contents of the Created By column on the Update Issue Details table is kind of cute:  "Vantive Houston Data Conversion".
Yep, we notice everything. :) 
Since, it seems to be kind of difficult to get through to Customer Service, may I suggest to the individuals managing the new site to add some type of temporary Feedback link to automatically submit issues/enhancements specific to the website. 

If someone saw a link on the page already, please let me know. 
Just in case someone's listening: 1.  Decrease the size of the height and width of the top and left banners, respectively.  It's causing a serious and annoying scroll issue in the actual mid-tier frame. 

2.  I've only seen a logout link on one page.  Someone mentioned seeing it somewhere else.  Either add a logout button to each page, or make it plainly visible.
So far when I can't quite remember where I've seen the logout link, I've been using 
http://support.bmc.com/arsys/servlet/LogoutServlet to logout of their site.
Overall, I'm pleased.  I'm sure it only gets better from here. 
Michelle __20060125___This posting was submitted with HTML in it_20060125___This posting was submitted with HTML in it___ 
-- Patrick Zandi -- Patrick Zandi 
-- Patrick Zandi 
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[patrick zandi]

**
I think I tossed the email of where do I go .. to log in a ticket.. 
I looked through the list of ages.. and cannot even find 1 word with remedy in it ?
Have we changed the product name ?  AGAIN !
help. 
On 10/19/06, patrick zandi <[EMAIL PROTECTED]> wrote:

WOW, I logged in today.. and tried to submit a ticket.. 
I can't  .. I just can't use a product that Violates the very RULES for POOR design that were taught me from me youth up.. by a wise master builder of tools and applications.. his name was Remedy..     

to put the Kitchen Sink in with the menus  .. it breaks me heart ...     

On 10/19/06, Mueller, Doug <[EMAIL PROTECTED]
> wrote: 
** 

 

-Original Message-From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG]On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3Sent: Tuesday, October 17, 2006 10:01 AMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - Fixed?** 
Peter:   I 'discovered' this yesterday.  That and the looping Remedy link if you go to 
www.bmc.com/support.  About drove me nuts...
James Mckenzie L-3 GSI   
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A. 
Sent: Tuesday, October 17, 2006 9:58 AM To: arslist@ARSLIST.ORG 
Subject: Re: Remedy Support Site - Fixed? 
** Ahh..That was it... I got logged in but I kept following the View Update Issues link under the BMC section   
Im in now   
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 

 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 

Sent: Tuesday, October 17, 2006 12:52 PM To: arslist@ARSLIST.ORG
 Subject: Re: Remedy Support Site - Fixed? 
** 
Peter: 
Make sure you are using the REMEDY site and not the BMC site.  They are right on top of each other.  Yes, BAD DESIGN... 
James Mckenzie L-3 GSI   
-Original Message- From: Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A. Sent: Tuesday, October 17, 2006 9:33 AM To: 
arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? 
I cant get in.  Ive got a ticket with Customer Care on it and they are sending emails for me to try different things but its not working.
I keep getting to the page that says I do not have a Customer Care ID even though I use the email address that Customer Care sent me.
Even when I try the Forgot my Password link and follow the other steps on the pages I get to a page that indicates there was an error.
I tried calling BMC support but I was left on hold for a hour so I just hung up. 
IMHO - This new site sucks! 
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 
-Original Message- From: Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle - IST contractor
Sent: Tuesday, October 17, 2006 12:27 PM To: arslist@ARSLIST.ORG
 Subject: Remedy Support Site - Fixed? 
Hey, Y'all: 
My account has been fixed. Can someone else who was having issues, yesterday check theirs? 
I am able to see some of my cases now.  I'm so proud of them.  I love this site. 
The contents of the Created By column on the Update Issue Details table is kind of cute:  "Vantive Houston Data Conversion".
Yep, we notice everything. :) 
Since, it seems to be kind of difficult to get through to Customer Service, may I suggest to the individuals managing the new site to add some type of temporary Feedback link to automatically submit issues/enhancements specific to the website. 

If someone saw a link on the page already, please let me know. 
Just in case someone's listening: 1.  Decrease the size of the height and width of the top and left banners, respectively.  It's causing a serious and annoying scroll issue in the actual mid-tier frame. 

2.  I've only seen a logout link on one page.  Someone mentioned seeing it somewhere else.  Either add a logout button to each page, or make it plainly visible.
So far when I can't quite remember where I've seen the logout link, I've been using 
http://support.bmc.com/arsys/servlet/LogoutServlet to logout of their site.
Overall, I'm pleased.  I'm sure it only gets better from here. 
Michelle __20060125___This posting was submitted with HTML in it_20060125___This posting was submitted with HTML in it___ 
-- Patrick Zandi -- Patrick Zandi 
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[patrick zandi]

**
WOW, I logged in today.. and tried to submit a ticket.. 
I can't  .. I just can't use a product that Violates the very RULES for POOR design that were taught me from me youth up.. by a wise master builder of tools and applications.. his name was Remedy..    

to put the Kitchen Sink in with the menus  .. it breaks me heart ...     
On 10/19/06, Mueller, Doug <[EMAIL PROTECTED]> wrote:
** 

 

-Original Message-From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG]On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3Sent: Tuesday, October 17, 2006 10:01 AMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - Fixed?** 
Peter:   I 'discovered' this yesterday.  That and the looping Remedy link if you go to 
www.bmc.com/support.  About drove me nuts...
James Mckenzie L-3 GSI   
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A.
 Sent: Tuesday, October 17, 2006 9:58 AM To: arslist@ARSLIST.ORG
 Subject: Re: Remedy Support Site - Fixed? 
** Ahh..That was it... I got logged in but I kept following the View Update Issues link under the BMC section   
Im in now   
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 

 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3

Sent: Tuesday, October 17, 2006 12:52 PM To: arslist@ARSLIST.ORG
 Subject: Re: Remedy Support Site - Fixed? 
** 
Peter: 
Make sure you are using the REMEDY site and not the BMC site.  They are right on top of each other.  Yes, BAD DESIGN... 
James Mckenzie L-3 GSI   
-Original Message- From: Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A. Sent: Tuesday, October 17, 2006 9:33 AM To: 
arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? 
I cant get in.  Ive got a ticket with Customer Care on it and they are sending emails for me to try different things but its not working.
I keep getting to the page that says I do not have a Customer Care ID even though I use the email address that Customer Care sent me.
Even when I try the Forgot my Password link and follow the other steps on the pages I get to a page that indicates there was an error.
I tried calling BMC support but I was left on hold for a hour so I just hung up. 
IMHO - This new site sucks! 
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 
-Original Message- From: Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle - IST contractor
Sent: Tuesday, October 17, 2006 12:27 PM To: arslist@ARSLIST.ORG
 Subject: Remedy Support Site - Fixed? 
Hey, Y'all: 
My account has been fixed. Can someone else who was having issues, yesterday check theirs? 
I am able to see some of my cases now.  I'm so proud of them.  I love this site. 
The contents of the Created By column on the Update Issue Details table is kind of cute:  "Vantive Houston Data Conversion".
Yep, we notice everything. :) 
Since, it seems to be kind of difficult to get through to Customer Service, may I suggest to the individuals managing the new site to add some type of temporary Feedback link to automatically submit issues/enhancements specific to the website.

If someone saw a link on the page already, please let me know. 
Just in case someone's listening: 1.  Decrease the size of the height and width of the top and left banners, respectively.  It's causing a serious and annoying scroll issue in the actual mid-tier frame.

2.  I've only seen a logout link on one page.  Someone mentioned seeing it somewhere else.  Either add a logout button to each page, or make it plainly visible.
So far when I can't quite remember where I've seen the logout link, I've been using 
http://support.bmc.com/arsys/servlet/LogoutServlet to logout of their site.
Overall, I'm pleased.  I'm sure it only gets better from here. 
Michelle __20060125___This posting was submitted with HTML in it_20060125___This posting was submitted with HTML in it___ 
-- Patrick Zandi 
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[Mueller, Doug]

Title: RE: Remedy Support Site - Fixed?
**



 

  -Original Message-From: Action Request System 
  discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of 
  McKenzie, James J C-E LCMC HQISEC/L3Sent: Tuesday, October 17, 
  2006 10:01 AMTo: arslist@ARSLIST.ORGSubject: Re: Remedy 
  Support Site - Fixed?** 
  
  Peter:   I 'discovered' this yesterday.  That and the looping Remedy link 
  if you go to www.bmc.com/support.  About drove me nuts...
   James Mckenzie L-3 GSI   
   
  From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
  Lammey, Peter A. Sent: Tuesday, October 17, 2006 9:58 
  AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? 
  ** Ahh..That was it... 
  I got logged in but I kept following the View Update Issues 
  link under the BMC section   Im in now   
  Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 
  860-766-4761 
   
   
  From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
  McKenzie, James J C-E LCMC HQISEC/L3
  Sent: Tuesday, October 17, 2006 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy 
  Support Site - Fixed? 
  ** 
  Peter: 
  Make sure you are using the REMEDY site and not the BMC 
  site.  They are right on top of each other.  Yes, BAD DESIGN... 
  
  James Mckenzie L-3 GSI 
    
  -Original Message- From: 
  Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
  Lammey, Peter A. Sent: Tuesday, October 17, 2006 9:33 
  AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? 
  I cant get in.  Ive got a ticket with Customer Care on it 
  and they are sending emails for me to try different things but its not 
  working.
  I keep getting to the page that says I do not have a Customer 
  Care ID even though I use the email address that Customer Care sent 
  me.
  Even when I try the Forgot my Password link and follow the 
  other steps on the pages I get to a page that indicates there was an 
  error.
  I tried calling BMC support but I was left on hold for a hour 
  so I just hung up. 
  IMHO - This new site sucks! 
  Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 
  860-766-4761 
  -Original Message- From: 
  Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
  Lucero, Michelle - IST contractor
  Sent: Tuesday, October 17, 2006 12:27 PM To: arslist@ARSLIST.ORG Subject: Remedy Support 
  Site - Fixed? 
  Hey, Y'all: 
  My account has been fixed. Can someone else who was having 
  issues, yesterday check theirs? 
  I am able to see some of my cases now.  I'm so proud of 
  them.  I love this site. 
  The contents of the Created By column on the Update Issue 
  Details table is kind of cute:  "Vantive Houston Data 
  Conversion".
  Yep, we notice everything. :) 
  Since, it seems to be kind of difficult to get through to 
  Customer Service, may I suggest to the individuals managing the new site to 
  add some type of temporary Feedback link to automatically submit 
  issues/enhancements specific to the website.
  If someone saw a link on the page already, please let me know. 
  
  Just in case someone's listening: 1.  Decrease the size of the height and width of the top and left 
  banners, respectively.  It's causing a serious and annoying scroll issue 
  in the actual mid-tier frame.
  2.  I've only seen a logout link on one page.  
  Someone mentioned seeing it somewhere else.  Either add a logout button 
  to each page, or make it plainly visible.
  So far when I can't quite remember where I've seen the logout 
  link, I've been using http://support.bmc.com/arsys/servlet/LogoutServlet to logout 
  of their site.
  Overall, I'm pleased.  I'm sure it only gets better from 
  here. 
  Michelle __20060125___This 
  posting was submitted with HTML in it___
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[Laura York]

**



I finally got the keys I requested yesterday.  Remedy 
Support told me that they have had problems with their email engine.  They 
show they emailed them to me yesterday, but I never got 
them.
 

Laura 



From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan 
PalmerSent: Tuesday, October 17, 2006 5:29 PMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - 
Fixed?
** 
I just received my license keys ... 3.5 hours !
 
Susan 
On 10/17/06, Eric 
Roys <[EMAIL PROTECTED]> 
wrote: 
** 

  
  ... Still 
  waiting, too... ever since first thing this AM.
   
  Eric Roys
  Sr. Software Engineer
  Verizon 
  Business
  Email:  [EMAIL PROTECTED]
   
  
  CONFIDENTIALITY: The information contained in this message and any 
  attachment may be proprietary, confidential, and privileged or subject to the 
  work product doctrine and thus protected from disclosure. If the reader of 
  this message is not the intended recipient, or an employee or agent 
  responsible for delivering this message to the intended recipient, you are 
  hereby notified that any dissemination, distribution or copying of this 
  communication is strictly prohibited. If you have received this communication 
  in error, please notify me immediately by replying to this message and 
  deleting it and all copies and backups thereof. Thank you. 
   
  
  
  From: Action Request System discussion 
  list(ARSList) [mailto:arslist@ARSLIST.ORG ] 
  On Behalf Of Laura YorkSent: Tuesday, October 17, 2006 4:43 
  PMTo: arslist@ARSLIST.ORGSubject: Re: Remedy Support 
  Site - Fixed? 
  ** 
  Susan, 
  have you gotten anything yet?
   
  I've been 
  waiting over 5 hours now for licenses.  Has anyone gotten licenses 
  today?  I have also opened several tickets and all of them are still 
  sitting in New status...  They must really be swamped. 
  
   
  
  Laura York
  Remedy 
  Support
  generationE 
  Technologies
  
  
  From: Action Request System discussion 
  list(ARSList) [mailto:arslist@ARSLIST.ORG ] 
  On Behalf Of Susan PalmerSent: Tuesday, October 17, 2006 
  2:06 PMTo: arslist@ARSLIST.ORG 
  Subject: Re: Remedy Support Site - 
  Fixed? 
  ** 
  I'm waiting for licenses right now also, but only requested them 10 
  minutes ago.  That was not a clearly marked process either!
   
  Susan 
  On 10/17/06, Laura 
  York <[EMAIL PROTECTED] > wrote: 
  Has 
anyone been able to get licenses from the new site.  I put a 
request inseveral hours ago and still have not received my license 
keys.  I got a message that said my request was successful and 
they would be emailed tome...Laura YorkRemedy 
SupportgenerationE 
Technologies 
___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org__This 
  e-mail has been scanned by Verizon Managed Email Content Service, using 
  Skeptic technology powered by MessageLabs. For more information on Verizon 
  Managed Email Content Service, visit http://www.verizonbusiness.com.__ 
  __20060125___This posting was submitted 
  with HTML in it___ 
  __This 
  e-mail has been scanned by Verizon Managed Email Content Service, using 
  Skeptic™ technology powered by MessageLabs. For more information on Verizon 
  Managed Email Content Service, visit http://www.verizonbusiness.com.__ 
   
  __20060125___This posting was 
  submitted with HTML in it___ 
__20060125___This 
posting was submitted with HTML in it___ 
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[Meyer, Jennifer]

I have the same problem.  I am SO glad to see it isn't just me.

Since my need isn't urgent, I'm going to find something else to do for a
week or so. 

Jennifer Meyer
Remedy Support Engineer
Strategic Technologies
[EMAIL PROTECTED]


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gillman, Chris
Sent: Wednesday, October 18, 2006 12:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - Fixed?

** 

Rick,

 

That's the EXACT problem I have... I'm already a partner... with several
support IDs... you see my dilemma. By the way... been holding now for 45
mins.

 

v/r

 

 
Christopher P. Gillman 





From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, October 18, 2006 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - Fixed?

 

** 

Oh, don't get the partners started.  Having come from a partner
recently, I have several support IDs associated with my account, so that
I can deal with support issues under the support IDs associated with
those customers. 

 

Unfortunately, the stupid upgrade associated me, as the default ID, with
a customer that hasn't even had active support for 3 years.  And
selecting another ID works for tickets, but not for downloads - I get
"your support has expired" types of errors when trying to download
products, no matter what other ID I attempt to use, because it hasn't
disassociated me with the expired one.  I opened a ticket for it on
Monday, and have had only a token acknowledgement (no help whatsoever)
from overseas since.  

 

I doubt I'm the only person in this situation.  This is one of the worst
upgrades of anything I've ever seen.  It should never have been released
to the public like this.  Poor design, poor testing, and poor execution.
If I were a potential customer evaluating BMC/Remedy, based on their
support right now, I'd run the other way. 

 

Rick
 

__20060125___This posting was submitted with HTML in
it___ 

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Remedy Support Site - Fixed?

[Gillman, Chris]

**








Rick,

 

That’s the EXACT problem I have… I’m
already a partner… with several support IDs… you see my dilemma. By the way…
been holding now for 45 mins.

 

v/r

 



 
Christopher P. Gillman 













From: Action Request
System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, October 18, 2006
11:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site -
Fixed?



 

** 



Oh, don't get the partners started.  Having come from a partner
recently, I have several support IDs associated with my account, so that I can
deal with support issues under the support IDs associated with those customers.






 





Unfortunately, the stupid upgrade associated me, as the default ID,
with a customer that hasn't even had active support for 3 years.  And
selecting another ID works for tickets, but not for downloads - I get
"your support has expired" types of errors when trying to download
products, no matter what other ID I attempt to use, because it hasn't
disassociated me with the expired one.  I opened a ticket for it on
Monday, and have had only a token acknowledgement (no help whatsoever) from
overseas since.  





 





I doubt I'm the only person in this situation.  This is one of the
worst upgrades of anything I've ever seen.  It should never have been
released to the public like this.  Poor design, poor testing, and poor
execution.  If I were a potential customer evaluating BMC/Remedy, based on
their support right now, I'd run the other way. 





 





Rick
 








__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[Lammey, Peter A.]

**



One other problem I keep dealing with now in the support 
site is when updating my support tickets or when I created one this morning I 
was unable to add any attachments.  I keep getting an error in their 
Attachment window saying "Failed to load attachment...".
Anybody been able to do this?
 
Thanks Peter Lammey ESPN MIT Technical Services & 
Applications Management 860-766-4761 
 


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick 
CookSent: Wednesday, October 18, 2006 12:07 PMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - 
Fixed?
** 
Oh, don't get the partners started.  Having come from a partner 
recently, I have several support IDs associated with my account, so that I can 
deal with support issues under the support IDs associated with those customers. 

 
Unfortunately, the stupid upgrade associated me, as the default ID, with a 
customer that hasn't even had active support for 3 years.  And selecting 
another ID works for tickets, but not for downloads - I get "your support has 
expired" types of errors when trying to download products, no matter what other 
ID I attempt to use, because it hasn't disassociated me with the expired 
one.  I opened a ticket for it on Monday, and have had only a token 
acknowledgement (no help whatsoever) from overseas since.  
 
I doubt I'm the only person in this situation.  This is one of the 
worst upgrades of anything I've ever seen.  It should never have been 
released to the public like this.  Poor design, poor testing, and poor 
execution.  If I were a potential customer evaluating BMC/Remedy, based on 
their support right now, I'd run the other way. 
 
Rick 
On 10/18/06, Susan 
Palmer <[EMAIL PROTECTED]> wrote: 
** 

  Chris,
   
  Do you work with a partner or a remedy inside sales person?  They 
  might be a way to contact a person that might be able to make a call on your 
  behalf.  Who do you order licenses from ... another contact you could 
  try. 
   
  When I called the same Customer Care I hung up after nearly 30 min.  
  Next thing I know I received an email for a ticket that was created from the 
  phone call.  I thought it was a bit wierd, but ok.
   
  You could try faxing a message for help to 925-469-4001
   
  Or email following these instructions from the website:
  
  


  
Instructions for submitting a BMC Customer Support ticket using 
email:

  1    
  In the subject line of your email, enter your Support 
Contract ID, the priority of your ticket and choose from one of the 
Classifications below. Enter this information in the following 
format:

  
  
   
SupID:yourSupportID;Priority:yourPriority;Classification:ClassificationOfYourTicket

  
  For example, if your Support Contract ID is 1, you have a 
medium priority ticket, and your ticket is workflow related, the subject 
line of your email would read:

  
  
  
 SupID:1;Priority:Medium;Classification:Workflow

  

  

  2  
    In the body of your email, enter 
your detailed problem description.

  
  
   
Classifications: 
Workflow Unix 
Server Windows 
Server Client 
Licensing 
Applications Web   
Priorities: 
Low Medium  
High Critical

  

  

  3   
  
Send To: [EMAIL PROTECTED]
Interesting that they no longer show who you can escalation an issue 
to like they used to.  Although I haven't checked for that in a 
long time.
Good luck,
Susan
   
   
  On 10/18/06, Gillman, 
  Chris <[EMAIL PROTECTED] > 
  wrote: 
  ** 



Someone from BMC 
suggested I try that…. And I did try that…. And I've gotten no response back 
with a TICKET # or anything. It's EXTREMELY frustrating, because over the 
past 3 days, I haven't been able to get done ANYTHING that I need to get 
done. And no one is pointing me in the right direction. I'm CURRENTLY no the 
phone with the 1-925-469-4200 #, With option #1 for technical support, and 
option #6 for Customer Care… last time I did this, I had to wait 1 hour and 
20 minutes for them to pick up and say, "Oh no, we only handle licensing… 
you need to try this other #"… Then I tried the other #, and they said "is 
this a BMC website problem or a Remedy website problem" I told them Remedy 
and they said "OH, no you need to call the Remedy support # and ask for 
customer care then… " so I'm really getting frustrated and tired of the 
games at the same time. Sorry If I'm coming off strong, but this is 
ABSOLUTELY unaccep

Re: Remedy Support Site - Fixed?

[Rick Cook]

**
Oh, don't get the partners started.  Having come from a partner recently, I have several support IDs associated with my account, so that I can deal with support issues under the support IDs associated with those customers.

 
Unfortunately, the stupid upgrade associated me, as the default ID, with a customer that hasn't even had active support for 3 years.  And selecting another ID works for tickets, but not for downloads - I get "your support has expired" types of errors when trying to download products, no matter what other ID I attempt to use, because it hasn't disassociated me with the expired one.  I opened a ticket for it on Monday, and have had only a token acknowledgement (no help whatsoever) from overseas since.  

 
I doubt I'm the only person in this situation.  This is one of the worst upgrades of anything I've ever seen.  It should never have been released to the public like this.  Poor design, poor testing, and poor execution.  If I were a potential customer evaluating BMC/Remedy, based on their support right now, I'd run the other way.

 
Rick 
On 10/18/06, Susan Palmer <[EMAIL PROTECTED]> wrote:
** 
Chris,
 
Do you work with a partner or a remedy inside sales person?  They might be a way to contact a person that might be able to make a call on your behalf.  Who do you order licenses from ... another contact you could try. 

 
When I called the same Customer Care I hung up after nearly 30 min.  Next thing I know I received an email for a ticket that was created from the phone call.  I thought it was a bit wierd, but ok.
 
You could try faxing a message for help to 925-469-4001
 
Or email following these instructions from the website:





Instructions for submitting a BMC Customer Support ticket using email:

1    
In the subject line of your email, enter your Support Contract ID, the priority of your ticket and choose from one of the Classifications below. Enter this information in the following format:



   SupID:yourSupportID;Priority:yourPriority;Classification:ClassificationOfYourTicket


For example, if your Support Contract ID is 1, you have a medium priority ticket, and your ticket is workflow related, the subject line of your email would read:



   SupID:1;Priority:Medium;Classification:Workflow





2  
  In the body of your email, enter your detailed problem description.



   Classifications: Workflow Unix Server Windows Server Client Licensing Applications Web   Priorities: Low Medium 
 High Critical





3   

Send To: [EMAIL PROTECTED]
Interesting that they no longer show who you can escalation an issue to like they used to.  Although I haven't checked for that in a long time.
Good luck,
Susan
 
 
On 10/18/06, Gillman, Chris <[EMAIL PROTECTED]
> wrote: 
** 


Someone from BMC suggested I try that…. And I did try that…. And I've gotten no response back with a TICKET # or anything. It's EXTREMELY frustrating, because over the past 3 days, I haven't been able to get done ANYTHING that I need to get done. And no one is pointing me in the right direction. I'm CURRENTLY no the phone with the 1-925-469-4200 #, With option #1 for technical support, and option #6 for Customer Care… last time I did this, I had to wait 1 hour and 20 minutes for them to pick up and say, "Oh no, we only handle licensing… you need to try this other #"… Then I tried the other #, and they said "is this a BMC website problem or a Remedy website problem" I told them Remedy and they said "OH, no you need to call the Remedy support # and ask for customer care then… " so I'm really getting frustrated and tired of the games at the same time. Sorry If I'm coming off strong, but this is ABSOLUTELY unacceptable. This should be a simple matter of checking my account while I'm on the phone with them or whatever. I shouldn't have to wait 3 days for no response, and no resolution. 
Christopher P. Gillman 





From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 
Sent: Wednesday, October 18, 2006 9:03 AMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - Fixed?

Chris:

Interestingand agrevating at the same time.  I don't want you to spend hours on the phone.  Maybe I can find information on how to submit an e-mail to start a ticket 


James McKenzie
L-3 GSI
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[Susan Palmer]

**
Chris,
 
Do you work with a partner or a remedy inside sales person?  They might be a way to contact a person that might be able to make a call on your behalf.  Who do you order licenses from ... another contact you could try.

 
When I called the same Customer Care I hung up after nearly 30 min.  Next thing I know I received an email for a ticket that was created from the phone call.  I thought it was a bit wierd, but ok.
 
You could try faxing a message for help to 925-469-4001
 
Or email following these instructions from the website:





Instructions for submitting a BMC Customer Support ticket using email:

1    
In the subject line of your email, enter your Support Contract ID, the priority of your ticket and choose from one of the Classifications below. Enter this information in the following format:



   SupID:yourSupportID;Priority:yourPriority;Classification:ClassificationOfYourTicket


For example, if your Support Contract ID is 1, you have a medium priority ticket, and your ticket is workflow related, the subject line of your email would read:



   SupID:1;Priority:Medium;Classification:Workflow





2  
  In the body of your email, enter your detailed problem description.



   Classifications: Workflow Unix Server Windows Server Client Licensing Applications Web   Priorities: Low Medium
 High Critical





3   

Send To: [EMAIL PROTECTED]
Interesting that they no longer show who you can escalation an issue to like they used to.  Although I haven't checked for that in a long time.
Good luck,
Susan
 
 
 
 
 
On 10/18/06, Gillman, Chris <[EMAIL PROTECTED]> wrote:
** 


Someone from BMC suggested I try that…. And I did try that…. And I've gotten no response back with a TICKET # or anything. It's EXTREMELY frustrating, because over the past 3 days, I haven't been able to get done ANYTHING that I need to get done. And no one is pointing me in the right direction. I'm CURRENTLY no the phone with the 1-925-469-4200 #, With option #1 for technical support, and option #6 for Customer Care… last time I did this, I had to wait 1 hour and 20 minutes for them to pick up and say, "Oh no, we only handle licensing… you need to try this other #"… Then I tried the other #, and they said "is this a BMC website problem or a Remedy website problem" I told them Remedy and they said "OH, no you need to call the Remedy support # and ask for customer care then… " so I'm really getting frustrated and tired of the games at the same time. Sorry If I'm coming off strong, but this is ABSOLUTELY unacceptable. This should be a simple matter of checking my account while I'm on the phone with them or whatever. I shouldn't have to wait 3 days for no response, and no resolution.

 

 Christopher P. Gillman 





From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3
Sent: Wednesday, October 18, 2006 9:03 AMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - Fixed?
 
Chris:
 
Interestingand agrevating at the same time.  I don't want you to spend hours on the phone.  Maybe I can find information on how to submit an e-mail to start a ticket

 
James McKenzie
L-3 GSI
 
 
__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ 

__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[Gillman, Chris]

Title: RE: Remedy Support Site - Fixed?
**








Someone from BMC suggested I try that….
And I did try that…. And I’ve gotten no response back with a TICKET
# or anything. It’s EXTREMELY frustrating, because over the past 3 days,
I haven’t been able to get done ANYTHING that I need to get done. And no
one is pointing me in the right direction. I’m CURRENTLY no the phone
with the 1-925-469-4200 #, With option #1 for technical support, and option #6
for Customer Care… last time I did this, I had to wait 1 hour and 20
minutes for them to pick up and say, “Oh no, we only handle licensing…
you need to try this other #”… Then I tried the other #, and they
said “is this a BMC website problem or a Remedy website problem” I
told them Remedy and they said “OH, no you need to call the Remedy
support # and ask for customer care then… “ so I’m really getting
frustrated and tired of the games at the same time. Sorry If I’m coming off
strong, but this is ABSOLUTELY unacceptable. This should be a simple matter of
checking my account while I’m on the phone with them or whatever. I
shouldn’t have to wait 3 days for no response, and no resolution.

 



 
Christopher P. Gillman 













From: Action Request
System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]
On Behalf Of McKenzie, James J C-E
LCMC HQISEC/L3
Sent: Wednesday, October 18, 2006
9:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site -
Fixed?



 

Chris:

 

Interestingand agrevating at the same
time.  I don't want you to spend hours on the phone.  Maybe I can
find information on how to submit an e-mail to start a ticket

 

James McKenzie

L-3 GSI

 

 






__20060125___This posting was submitted with HTML in it___
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed? - Getting there!

[Sanford, Claire]

Title: RE: Remedy Support Site - Fixed?
**



I was able to download a patch this morning!  
Yippie!!
 
 


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J 
C-E LCMC HQISEC/L3Sent: Wednesday, October 18, 2006 9:28 
AMTo: arslist@ARSLIST.ORGSubject: Re: Remedy Support Site 
- Fixed?
** 

Patrick:   Interesting as the folks at Remedy stated that Firefox was not their 
primary browser of interest and that they would not build specifically for 
it.  Maybe BMC has a different attitude.
 James McKenzie L-3 GSI   
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
Shelston, Patrick Sent: Wednesday, October 18, 2006 7:23 
AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? 
** 
I found that the site works best with Firefox for now 
(previously, Firefox didn't work at all). 
 
Patrick Shelston 
 
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
McKenzie, James J C-E LCMC HQISEC/L3
Sent: October 18, 2006 10:03 AM To: 
arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - 
Fixed? 
 
Chris: 
 
Interestingand agrevating at the same time.  I don't 
want you to spend hours on the phone.  Maybe I can find information on how 
to submit an e-mail to start a ticket
 
James McKenzie 
L-3 GSI 
 
 
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
Gillman, Chris Sent: Wednesday, October 18, 2006 7:01 
AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? 
** 
James, 
 
Yes the page says Welcome Remedy and Marimba Support Users... 
I'm going to the correct page, it just wont let me login period.
 
Christopher P. Gillman 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
McKenzie, James J C-E LCMC HQISEC/L3
Sent: Tuesday, October 17, 2006 3:12 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy 
Support Site - Fixed? 
 
Chris: 
 
Did the page say: 
 
Welcome Remedy and Marimba Support Users. 
 
on the page? 
 
James McKenzie 
L-3 GSI __20060125___This posting 
was submitted with HTML in it___
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[McKenzie, James J C-E LCMC HQISEC/L3]

Title: RE: Remedy Support Site - Fixed?
**





Patrick:
 
Interesting as the folks at Remedy stated that Firefox was not their primary browser of interest and that they would not build specifically for it.  Maybe BMC has a different attitude.

 
James McKenzie
L-3 GSI
 





From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shelston, Patrick
Sent: Wednesday, October 18, 2006 7:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - Fixed?



** 


I found that the site works best with Firefox for now (previously, Firefox didn't work at all).


 


Patrick Shelston


 





From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3

Sent: October 18, 2006 10:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - Fixed?


 


Chris:


 


Interestingand agrevating at the same time.  I don't want you to spend hours on the phone.  Maybe I can find information on how to submit an e-mail to start a ticket

 


James McKenzie


L-3 GSI


 


 





From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gillman, Chris
Sent: Wednesday, October 18, 2006 7:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - Fixed?


** 


James,


 


Yes the page says Welcome Remedy and Marimba Support Users... I'm going to the correct page, it just wont let me login period.

 



Christopher P. Gillman



From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3

Sent: Tuesday, October 17, 2006 3:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - Fixed?


 


Chris:


 


Did the page say:


 


Welcome Remedy and Marimba Support Users.


 


on the page?


 


James McKenzie


L-3 GSI




__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[Shelston, Patrick]

Title: RE: Remedy Support Site - Fixed?
**








I found that the site works best with
Firefox for now (previously, Firefox didn’t work at all).

 



Patrick Shelston

 







From: Action Request
System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC
HQISEC/L3
Sent: October 18, 2006 10:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site -
Fixed?



 

Chris:

 

Interestingand agrevating at the same
time.  I don't want you to spend hours on the phone.  Maybe I can find
information on how to submit an e-mail to start a ticket

 

James McKenzie

L-3 GSI

 

 







From: Action
Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gillman, Chris
Sent: Wednesday, October 18, 2006
7:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site -
Fixed?

** 

James,

 

Yes the page says Welcome Remedy and
Marimba Support Users… I’m going to the correct page, it just wont
let me login period.

 




Christopher P. Gillman


From: Action Request
System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]
On Behalf Of McKenzie, James J C-E
LCMC HQISEC/L3
Sent: Tuesday, October 17, 2006
3:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site -
Fixed?



 

Chris:

 

Did the page say:

 

Welcome Remedy and Marimba Support Users.

 

on the page?

 

James McKenzie

L-3 GSI

 

in it___ 

__20060125___This posting was submitted with HTML
in it___ __20060125___This posting was submitted with HTML
in it___






__20060125___This posting was submitted with HTML in it___
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[McKenzie, James J C-E LCMC HQISEC/L3]

Title: RE: Remedy Support Site - Fixed?
**



Chris:
 
Interestingand agrevating at the same time.  I 
don't want you to spend hours on the phone.  Maybe I can find information 
on how to submit an e-mail to start a ticket
 
James McKenzie
L-3 GSI
 


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gillman, 
ChrisSent: Wednesday, October 18, 2006 7:01 AMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - 
Fixed?
** 




James,
 
Yes the page says 
Welcome Remedy and Marimba Support Users… I’m going to the correct page, it just 
wont let me login period.
 

Christopher 
P. Gillman
From: Action 
Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC 
HQISEC/L3Sent: Tuesday, 
October 17, 2006 3:12 PMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - 
Fixed?
 
Chris:
 
Did the page 
say:
 
Welcome Remedy and 
Marimba Support Users.
 
on the 
page?
 
James 
McKenzie
L-3 
GSI
 
in it___ 
__20060125___This posting 
was submitted with HTML in it___ __20060125___This posting 
was submitted with HTML in it___
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[Gillman, Chris]

Title: RE: Remedy Support Site - Fixed?
**








James,

 

Yes the page says Welcome Remedy and
Marimba Support Users… I’m going to the correct page, it just wont
let me login period.

 



 
Christopher P. Gillman


From: Action Request
System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]
On Behalf Of McKenzie, James J C-E
LCMC HQISEC/L3
Sent: Tuesday, October 17, 2006
3:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site -
Fixed?



 

Chris:

 

Did the page say:

 

Welcome Remedy and Marimba Support Users.

 

on the page?

 

James McKenzie

L-3 GSI

 

in it___ 






__20060125___This posting was submitted with HTML in it___
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[Susan Palmer]

**
I just received my license keys ... 3.5 hours !
 
Susan 
On 10/17/06, Eric Roys <[EMAIL PROTECTED]> wrote:
** 

... Still waiting, too... ever since first thing this AM.
 
Eric Roys
Sr. Software Engineer
Verizon Business
Email:  [EMAIL PROTECTED]
 

CONFIDENTIALITY: The information contained in this message and any attachment may be proprietary, confidential, and privileged or subject to the work product doctrine and thus protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify me immediately by replying to this message and deleting it and all copies and backups thereof. Thank you.

 


From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG
] On Behalf Of Laura YorkSent: Tuesday, October 17, 2006 4:43 PMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - Fixed? 
** 
Susan, have you gotten anything yet?
 
I've been waiting over 5 hours now for licenses.  Has anyone gotten licenses today?  I have also opened several tickets and all of them are still sitting in New status...  They must really be swamped.

 

Laura York
Remedy Support
generationE Technologies


From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG
] On Behalf Of Susan PalmerSent: Tuesday, October 17, 2006 2:06 PMTo: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - Fixed? 
** 
I'm waiting for licenses right now also, but only requested them 10 minutes ago.  That was not a clearly marked process either!
 
Susan 
On 10/17/06, Laura York <[EMAIL PROTECTED]
> wrote: 
Has anyone been able to get licenses from the new site.  I put a request inseveral hours ago and still have not received my license keys.  I got a 
message that said my request was successful and they would be emailed tome...Laura YorkRemedy SupportgenerationE Technologies 
___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
__This e-mail has been scanned by Verizon Managed Email Content Service, using Skeptic technology powered by MessageLabs. For more information on Verizon Managed Email Content Service, visit 
http://www.verizonbusiness.com.__
__20060125___This posting was submitted with HTML in it___ __This e-mail has been scanned by Verizon Managed Email Content Service, using Skeptic™ technology powered by MessageLabs. For more information on Verizon Managed Email Content Service, visit 
http://www.verizonbusiness.com.__
 
__20060125___This posting was submitted with HTML in it___ 
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[Eric Roys]

**



... Still waiting, too... ever since first thing this 
AM.
 
Eric Roys
Sr. Software Engineer
Verizon Business
Email:  
[EMAIL PROTECTED]
 

CONFIDENTIALITY: The information contained in this message and any attachment 
may be proprietary, confidential, and privileged or subject to the work product 
doctrine and thus protected from disclosure. If the reader of this message is 
not the intended recipient, or an employee or agent responsible for delivering 
this message to the intended recipient, you are hereby notified that any 
dissemination, distribution or copying of this communication is strictly 
prohibited. If you have received this communication in error, please notify me 
immediately by replying to this message and deleting it and all copies and 
backups thereof. Thank you.
 


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Laura 
YorkSent: Tuesday, October 17, 2006 4:43 PMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - 
Fixed?
** 

Susan, have you gotten anything yet?
 
I've been waiting over 5 hours now for licenses.  Has 
anyone gotten licenses today?  I have also opened several tickets and all 
of them are still sitting in New status...  They must really be 
swamped.
 

Laura 
York
Remedy Support
generationE 
Technologies


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan 
PalmerSent: Tuesday, October 17, 2006 2:06 PMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - 
Fixed?
** 
I'm waiting for licenses right now also, but only requested them 10 minutes 
ago.  That was not a clearly marked process either!
 
Susan 
On 10/17/06, Laura 
York <[EMAIL PROTECTED]> 
wrote: 
Has 
  anyone been able to get licenses from the new site.  I put a request 
  inseveral hours ago and still have not received my license 
  keys.  I got a message that said my request was successful and 
  they would be emailed tome...Laura YorkRemedy 
  SupportgenerationE 
  Technologies 
  ___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org__This 
e-mail has been scanned by Verizon Managed Email Content Service, using Skeptic 
technology powered by MessageLabs. For more information on Verizon Managed Email 
Content Service, visit 
http://www.verizonbusiness.com.20060125___This 
posting was submitted with HTML in it___ 

__
This e-mail has been scanned by Verizon Managed Email Content Service, using Skeptic™ technology powered by MessageLabs. For more information on Verizon Managed Email Content Service, visit http://www.verizonbusiness.com.
__

__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[Laura York]

**



Susan, have you gotten anything yet?
 
I've been waiting over 5 hours now for licenses.  Has 
anyone gotten licenses today?  I have also opened several tickets and all 
of them are still sitting in New status...  They must really be 
swamped.
 

Laura 
York
Remedy Support
generationE Technologies


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan 
PalmerSent: Tuesday, October 17, 2006 2:06 PMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - 
Fixed?
** 
I'm waiting for licenses right now also, but only requested them 10 minutes 
ago.  That was not a clearly marked process either!
 
Susan 
On 10/17/06, Laura 
York <[EMAIL PROTECTED]> 
wrote: 
Has 
  anyone been able to get licenses from the new site.  I put a request 
  inseveral hours ago and still have not received my license 
  keys.  I got a message that said my request was successful and 
  they would be emailed tome...Laura YorkRemedy 
  SupportgenerationE 
  Technologies 
  ___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[McKenzie, James J C-E LCMC HQISEC/L3]

Title: RE: Remedy Support Site - Fixed?
**



Chris:
 
Did the page say:
 
Welcome Remedy and Marimba Support 
Users.
 
on the page?
 
James McKenzie
L-3 GSI


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pruitt, 
Christopher JSent: Tuesday, October 17, 2006 1:02 PMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - 
Fixed?
** 

  I go to www.support web.remedy.com <http://www.supportweb.remedy.com/>
 
Christopher Pruitt 
Consultant Specialist EDS - Bank of America mailto:[EMAIL PROTECTED] 
Confidentiality Notice: 
This message and any files transmitted 
with it are intended for the sole use of the entity or individual to whom it is 
addressed, and may contain information that is confidential, privileged, and 
exempt from disclosure under applicable law. If you are not the intended 
addressee for this e-mail, you are hereby notified that any copying, 
distribution, or dissemination of this e-mail is strictly prohibited. If you 
have received this e-mail in error, please immediately destroy, erase, or 
discard this message. Please notify the sender immediately by return e-mail if 
you have received this e-mail by mistake.
 

  
  
  From: Action Request System discussion 
  list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James 
  J C-E LCMC HQISEC/L3Sent: Tuesday, October 17, 2006 2:55 
  PMTo: arslist@ARSLIST.ORGSubject: Re: Remedy Support 
  Site - Fixed?
  ** 
  
  Chris:   You are trying to get into the BMC site.  Try the links lower on 
  the page for Remedy.   James Mckenzie   
   
  From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
  Gillman, Chris Sent: Tuesday, October 17, 2006 10:55 
  AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? 
  ** 
  I can't get into the site whatsoever I've tried 
  everything, I can't even get in touch with the right people at remedy. I've 
  tried re-registering everything... nothing lets me in.
  
  This is what I do: 
  
  1)   I go to 
  www.supportweb.remedy.com <http://www.supportweb.remedy.com/>  which gets 
  re-directed to: http://www.bmc.com/info_center_support/overview/0,3252,19097_45424060,00.html
  2)   In the lower left 
  corner threes a Support Website Login "Support Central Link" = http://www.bmc.com/support/secure_support_home which I click 
  on
  3)   At this point I'm 
  re-directed here https://webapps.bmc.com/signon/content/logon.jsp 
  4)   I type in my E-MAIL 
  address, and my password 
  5)   I get the following 
  "ERROR:   The User Name/Password combination you entered is not 
  valid. Please try again. If you have forgotten your password, select the 
  Forgot My Password link."
  6)   Then I try clicking the 
  "Forgot my Password Link" on the left side which takes me here https://webapps.bmc.com/sso/faces/resetPassword1.jsp
  7)   Doesn't do anything... 
  just loops back to the same reset password page. 
  8)   Then I try 
  re-registering by going here https://webapps.bmc.com/sso/faces/regBasic.jsp 
  9)   I re-enter all my 
  information and click Continue. 
  10)   I get the following error: 
  This user ID already exists in the system. If you did not 
  previously register with this ID, please select a different user ID. 
  
  If you have recently registered with this ID, please wait 15 
  minutes then try logging in again or, use the "Forgot Password" link to 
  retrieve your forgotten password. 
  
  I've also tried contacting remedy support, 1-925-469-4200, 
  option 3 and then option 6 to speak to mid-tier, I've tried the same # with 
  just option 6 for customer care, I've tried contacting 1-800-841-2031 which 
  then I was told "Remedy customers need to contact the Remedy Support #", I've 
  tried e-mailing [EMAIL PROTECTED] , [EMAIL PROTECTED] , and 
  [EMAIL PROTECTED] No one is getting back to me, I'm not getting any answers, 
  and none of the above steps have worked What is the deal? Help!
  
  v/r 
  Christopher P. Gillman 
  __20060125___This posting was submitted with 
  HTML in it_20060125___This posting was 
submitted with HTML in it___ 
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[Pruitt, Christopher J]

Title: RE: Remedy Support Site - Fixed?
**



  I go to www.support web.remedy.com <http://www.supportweb.remedy.com/>
 
Christopher Pruitt 
Consultant Specialist EDS - Bank of America mailto:[EMAIL PROTECTED] 
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  From: Action Request System discussion 
  list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James 
  J C-E LCMC HQISEC/L3Sent: Tuesday, October 17, 2006 2:55 
  PMTo: arslist@ARSLIST.ORGSubject: Re: Remedy Support 
  Site - Fixed?
  ** 
  
  Chris:   You are trying to get into the BMC site.  Try the links lower on 
  the page for Remedy.   James Mckenzie   
   
  From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
  Gillman, Chris Sent: Tuesday, October 17, 2006 10:55 
  AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? 
  ** 
  I can't get into the site whatsoever I've tried 
  everything, I can't even get in touch with the right people at remedy. I've 
  tried re-registering everything... nothing lets me in.
   
  This is what I do: 
   
  1)   I go to 
  www.supportweb.remedy.com <http://www.supportweb.remedy.com/>  which gets 
  re-directed to: http://www.bmc.com/info_center_support/overview/0,3252,19097_45424060,00.html
  2)   In the lower left 
  corner threes a Support Website Login "Support Central Link" = http://www.bmc.com/support/secure_support_home which I click 
  on
  3)   At this point I'm 
  re-directed here https://webapps.bmc.com/signon/content/logon.jsp 
  4)   I type in my E-MAIL 
  address, and my password 
  5)   I get the following 
  "ERROR:   The User Name/Password combination you entered is not 
  valid. Please try again. If you have forgotten your password, select the 
  Forgot My Password link."
  6)   Then I try clicking the 
  "Forgot my Password Link" on the left side which takes me here https://webapps.bmc.com/sso/faces/resetPassword1.jsp
  7)   Doesn't do anything... 
  just loops back to the same reset password page. 
  8)   Then I try 
  re-registering by going here https://webapps.bmc.com/sso/faces/regBasic.jsp 
  9)   I re-enter all my 
  information and click Continue. 
  10)   I get the following error: 
  This user ID already exists in the system. If you did not 
  previously register with this ID, please select a different user ID. 
  
  If you have recently registered with this ID, please wait 15 
  minutes then try logging in again or, use the "Forgot Password" link to 
  retrieve your forgotten password. 
   
  I've also tried contacting remedy support, 1-925-469-4200, 
  option 3 and then option 6 to speak to mid-tier, I've tried the same # with 
  just option 6 for customer care, I've tried contacting 1-800-841-2031 which 
  then I was told "Remedy customers need to contact the Remedy Support #", I've 
  tried e-mailing [EMAIL PROTECTED] , [EMAIL PROTECTED] , and 
  [EMAIL PROTECTED] No one is getting back to me, I'm not getting any answers, 
  and none of the above steps have worked What is the deal? Help!
   
  v/r 
  Christopher P. Gillman 
  __20060125___This posting was submitted with 
  HTML in it___
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[Richard Copits]

**



It worked for me using my SMTP mail address as the login 
and my original password. If you have multiple SMTP mail addresses you may have 
to play with them to find the right one. Looks like it may have to be all caps 
also..


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gillman, 
ChrisSent: Tuesday, October 17, 2006 1:55 PMTo: 
arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - 
Fixed?
** 




I can’t get into the 
site whatsoever…. I’ve tried everything, I can’t even get in touch with the 
right people at remedy. I’ve tried re-registering everything… nothing lets me 
in.
 
This is what I 
do:
 
1)   
I go to www.supportweb.remedy.com which 
gets re-directed to: http://www.bmc.com/info_center_support/overview/0,3252,19097_45424060,00.html
2)   
In the 
lower left corner threes a Support Website Login “Support Central Link” = http://www.bmc.com/support/secure_support_home 
which I click on
3)   
At this 
point I’m re-directed here https://webapps..bmc.com/signon/content/logon.jsp
4)   
I type in 
my E-MAIL address, and my password
5)   
I get the 
following “ERROR:   The 
User Name/Password combination you entered is not valid. Please try again. If 
you have forgotten your password, select the Forgot My Password 
link.”
6)   
Then I try 
clicking the “Forgot my Password Link” on the left side which takes me here https://webapps.bmc.com/sso/faces/resetPassword1.jsp
7)   
Doesn’t do 
anything… just loops back to the same reset password page.
8)   
Then I try 
re-registering by going here https://webapps.bmc.com/sso/faces/regBasic.jsp
9)   
I re-enter 
all my information and click Continue.
10)   
I get the 
following error: 
This user ID already 
exists in the system. If you did not previously register with this ID, please 
select a different user ID. 
If you have recently 
registered with this ID, please wait 15 minutes then try logging in again or, 
use the "Forgot Password" link to retrieve your forgotten password. 

 
I’ve also tried 
contacting remedy support, 1-925-469-4200, option 3 and then option 6 to speak 
to mid-tier, I’ve tried the same # with just option 6 for customer care, I’ve 
tried contacting 1-800-841-2031 which then I was told “Remedy customers need to 
contact the Remedy Support #”, I’ve tried e-mailing [EMAIL PROTECTED] , [EMAIL PROTECTED] , and [EMAIL PROTECTED]. No one is getting back to me, 
I’m not getting any answers, and none of the above steps have worked…. What is 
the deal? Help!
 
v/r

Christopher 
P. Gillman __20060125___This 
posting was submitted with HTML in it___ 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.
__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[McKenzie, James J C-E LCMC HQISEC/L3]

Title: RE: Remedy Support Site - Fixed?
**





Chris:
 
You are trying to get into the BMC site.  Try the links lower on the page for Remedy.
 
James Mckenzie
 





From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gillman, Chris
Sent: Tuesday, October 17, 2006 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - Fixed?



** 


I can't get into the site whatsoever I've tried everything, I can't even get in touch with the right people at remedy. I've tried re-registering everything... nothing lets me in.

 


This is what I do:


 


1)   I go to www.supportweb.remedy.com <http://www.supportweb.remedy.com/>  which gets re-directed to: http://www.bmc.com/info_center_support/overview/0,3252,19097_45424060,00.html

2)   In the lower left corner threes a Support Website Login "Support Central Link" = http://www.bmc.com/support/secure_support_home which I click on

3)   At this point I'm re-directed here https://webapps.bmc.com/signon/content/logon.jsp


4)   I type in my E-MAIL address, and my password


5)   I get the following "ERROR:   The User Name/Password combination you entered is not valid. Please try again. If you have forgotten your password, select the Forgot My Password link."

6)   Then I try clicking the "Forgot my Password Link" on the left side which takes me here https://webapps.bmc.com/sso/faces/resetPassword1.jsp

7)   Doesn't do anything... just loops back to the same reset password page.


8)   Then I try re-registering by going here https://webapps.bmc.com/sso/faces/regBasic.jsp


9)   I re-enter all my information and click Continue.


10)   I get the following error: 


This user ID already exists in the system. If you did not previously register with this ID, please select a different user ID. 

If you have recently registered with this ID, please wait 15 minutes then try logging in again or, use the "Forgot Password" link to retrieve your forgotten password. 

 


I've also tried contacting remedy support, 1-925-469-4200, option 3 and then option 6 to speak to mid-tier, I've tried the same # with just option 6 for customer care, I've tried contacting 1-800-841-2031 which then I was told "Remedy customers need to contact the Remedy Support #", I've tried e-mailing [EMAIL PROTECTED] , [EMAIL PROTECTED] , and [EMAIL PROTECTED] No one is getting back to me, I'm not getting any answers, and none of the above steps have worked What is the deal? Help!

 


v/r



Christopher P. Gillman 




__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[Gillman, Chris]

**








I can’t get into the site whatsoever….
I’ve tried everything, I can’t even get in touch with the right
people at remedy. I’ve tried re-registering everything… nothing
lets me in.

 

This is what I do:

 

1)   I go to www.supportweb.remedy.com
which gets re-directed to: http://www.bmc.com/info_center_support/overview/0,3252,19097_45424060,00.html

2)   In the lower left corner threes a Support Website Login “Support
Central Link” = http://www.bmc.com/support/secure_support_home
which I click on

3)   At this point I’m re-directed here https://webapps.bmc.com/signon/content/logon.jsp

4)   I type in my E-MAIL address, and my password

5)   I get the following “ERROR:
  The User Name/Password combination you entered is not valid. Please try again.
If you have forgotten your password, select the Forgot My Password link.”

6)   Then I try clicking the “Forgot my Password Link” on
the left side which takes me here https://webapps.bmc.com/sso/faces/resetPassword1.jsp

7)   Doesn’t do anything… just loops back to the same reset
password page.

8)   Then I try re-registering by going here https://webapps.bmc.com/sso/faces/regBasic.jsp

9)   I re-enter all my information and click Continue.

10)   I get the following error: 

This user ID already exists in the system. If you did not
previously register with this ID, please select a different user ID. 

If you have recently registered with this ID, please wait 15
minutes then try logging in again or, use the "Forgot Password" link
to retrieve your forgotten password. 

 

I’ve also tried contacting remedy
support, 1-925-469-4200, option 3 and then option 6 to speak to mid-tier, I’ve
tried the same # with just option 6 for customer care, I’ve tried
contacting 1-800-841-2031 which then I was told “Remedy customers need to
contact the Remedy Support #”, I’ve tried e-mailing [EMAIL PROTECTED] , [EMAIL PROTECTED] , and [EMAIL PROTECTED]. No one is getting back to
me, I’m not getting any answers, and none of the above steps have worked….
What is the deal? Help!

 

v/r



 
Christopher P. Gillman 










__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[Susan Palmer]

**
I'm waiting for licenses right now also, but only requested them 10 minutes ago.  That was not a clearly marked process either!
 
Susan 
On 10/17/06, Laura York <[EMAIL PROTECTED]> wrote:
Has anyone been able to get licenses from the new site.  I put a request inseveral hours ago and still have not received my license keys.  I got a
message that said my request was successful and they would be emailed tome...Laura YorkRemedy SupportgenerationE Technologies-Original Message-From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, ClaireSent: Tuesday, October 17, 2006 11:41 AMTo: arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - Fixed?
I can get in, but can't d/l patches!  Didn't anyone do any testing beforethey went live?  Are we going to get a credit for the days we can't getsupport to work?  You know, like the cable company???
No Cable = bill creditNo Support = Bill creditI get a lovely message telling me that if I want to d/l patches to use thefollowing sign on and password - they don't work!rpatches/SuppOrt89(letter O)  Didn't work
rpatches/Supp0rt89  (number Zero)Didn't workThey should have used a better format...Claire (very grumpy)-Original Message-From: Action Request System discussion list(ARSList)[mailto:
arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle - IST contractorSent: Tuesday, October 17, 2006 11:27 AMTo: arslist@ARSLIST.ORG
Subject: Remedy Support Site - Fixed?Hey, Y'all:My account has been fixed. Can someone else who was having issues, yesterdaycheck theirs?I am able to see some of my cases now.  I'm so proud of them.  I love this
site.The contents of the Created By column on the Update Issue Details table iskind of cute:  "Vantive Houston Data Conversion".Yep, we notice everything. :)Since, it seems to be kind of difficult to get through to Customer Service,
may I suggest to the individuals managing the new site to add some type oftemporary Feedback link to automatically submit issues/enhancements specificto the website.If someone saw a link on the page already, please let me know.
Just in case someone's listening:1.  Decrease the size of the height and width of the top and left banners,respectively.  It's causing a serious and annoying scroll issue in theactual mid-tier frame.
2.  I've only seen a logout link on one page.  Someone mentioned seeing itsomewhere else.  Either add a logout button to each page, or make it plainlyvisible.So far when I can't quite remember where I've seen the logout link, I've
been using http://support.bmc.com/arsys/servlet/LogoutServlet to logout oftheir site.Overall, I'm pleased.  I'm sure it only gets better from here.
MichelleESM Mission: "To provide the most accurate, timely, and actionableinformation to our customers so that they can effectively support the MaryKay IST environment".
___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org___UNSUBSCRIBE or access ARSlist Archives at 
http://www.wwrug.org___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

__20060125___This posting was submitted with HTML in it___

Re: Remedy Support Site - Fixed?

[Laura York]

Has anyone been able to get licenses from the new site.  I put a request in
several hours ago and still have not received my license keys.  I got a
message that said my request was successful and they would be emailed to
me... 

Laura York
Remedy Support
generationE Technologies

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire
Sent: Tuesday, October 17, 2006 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - Fixed?

I can get in, but can't d/l patches!  Didn't anyone do any testing before
they went live?  Are we going to get a credit for the days we can't get
support to work?  You know, like the cable company???

No Cable = bill credit
No Support = Bill credit

I get a lovely message telling me that if I want to d/l patches to use the
following sign on and password - they don't work!

rpatches/SuppOrt89(letter O)  Didn't work
rpatches/Supp0rt89  (number Zero)Didn't work

They should have used a better format... 

Claire (very grumpy)

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lucero, Michelle - IST contractor
Sent: Tuesday, October 17, 2006 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Support Site - Fixed?

Hey, Y'all:

My account has been fixed. Can someone else who was having issues, yesterday
check theirs?

I am able to see some of my cases now.  I'm so proud of them.  I love this
site.

The contents of the Created By column on the Update Issue Details table is
kind of cute:  "Vantive Houston Data Conversion".

Yep, we notice everything. :)

Since, it seems to be kind of difficult to get through to Customer Service,
may I suggest to the individuals managing the new site to add some type of
temporary Feedback link to automatically submit issues/enhancements specific
to the website.

If someone saw a link on the page already, please let me know.

Just in case someone's listening:
1.  Decrease the size of the height and width of the top and left banners,
respectively.  It's causing a serious and annoying scroll issue in the
actual mid-tier frame.
2.  I've only seen a logout link on one page.  Someone mentioned seeing it
somewhere else.  Either add a logout button to each page, or make it plainly
visible.

So far when I can't quite remember where I've seen the logout link, I've
been using http://support.bmc.com/arsys/servlet/LogoutServlet to logout of
their site.

Overall, I'm pleased.  I'm sure it only gets better from here.

Michelle



ESM Mission: "To provide the most accurate, timely, and actionable
information to our customers so that they can effectively support the Mary
Kay IST environment".


___
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___
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