And, I just received this line from a BMC tech rep concerning an open issue: <snip>
Are we able to "Close" this ticket (the ticket status will not affect the bug in any way) with the bug attached to it? </snip> This message only mentioned recording a known bug, and contained no other suggestions on fixing the broken non-functionality. The interchanges on this issue are only the latest installment in BMC communications, numerous issues involved, which follow a pattern all too familiar to other listers. I am now reluctantly convinced that a significant part of the BMC user support environment is only concerned with the paperwork mill of closing tickets--the substantive solution development for issues is secondary. My engineering background finds the latter situation totally unacceptable. I am remembering that some individuals at BMC are shining stars and solid contributors--and have been helpful to this customer. BTW--the 'bug' mentioned in the snip above is relatively minor--but a bug nonetheless, one that renders certain reports unusable in their present form. Further, the malfunction should be relatively easy to isolate and correct in a well-architected product suite--and I would not insult a customer by suggesting that the 'reports can be accepted as-is, then reformatted to suit'. This 'feature' contributes to the nondeployability of ITSM7 to our user community in its current form. Don W. McClure, P.E. Systems Engineer University of North Texas [EMAIL PROTECTED] 940.565.3287 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
