I am usually a little frustrated about the same thing from time to time.. There is that Environment Profile, on what me personally, I have the habit of filling up *everything*. Literally.. right to the point where I use the free text notes field to copy the entire contents of the ar.conf file etc..
Despite that when my calls get picked up, 95% of those, where the first response is, what is your environment like? Can you send us a copy of your ar.conf file.. So sometimes that makes me wonder, if they are gonna ask that anyways, why don’t they just remove that Environment Profile section out and save me my time I spend on updating it everytime my conf file changes? I’ve even asked them to have the ability to have attachment fields on the profile where I could attach my conf file instead of copying the contents of its text among other files.... The support person I was working with agreed that to be a good idea.... It would even be a good idea to have a mandatory check box IF the timestamp of the last update date is greater than a day, which prompts the user asking him if the environment profile he is selecting is the most current version as environments can constantly change once created.. And after all that is done, information you collect is only valuable, if you use it.. I would love to see them use that section more consistently rather than asking the same routine preliminary questions which could be avoided if there was a thorough report of that problem to start with.. I agree, not everyone maybe thorough submitting a problem report, but it would be nice to respect the time of those who are by actually using all that submitted information.. On one of the survey questions, they should have post resolution is – Did the support person/team utilize all of the information provided to them on the first information report (ticket creation time) effectively?? with a 10 point scale for us to respond to vote... Joe From: patrick zandi Sent: Wednesday, May 02, 2012 3:37 PM Newsgroups: public.remedy.arsystem.general To: [email protected] Subject: BMC Question: Bugs / Hotfix (open the data BMC) ** Hey Y'all... I know I usually on the "top ten" most painful people on the ARSlist.. however If I see a huge benefit and potential win-win situation.. I like to bring it up now and then.. (without getting me fired, or banned from the list that is) lol.. Any hoo.. BMC support currently (STILL) has all my servers and their environments -- My Support Profile --> My Server Environments now with that said: it still frustrates me (AND potentially disenfranchises the customers) when I submit a ticket and they take 2 days and come back with "Oh... that is a bug" you need this hotfix, or just do this. When instead (saving me grief of Waiting, and no Knowing!) they could Very Easily just provide a HotFix/BugFix for specific environments in a table (they have all the information already) and give a list of possible issues you might have based on that alone. They do not even have to give me a link to it (because they have that too). I used to be able to do this with www.remedy.com, however at one point they hid it.. and now we cannot see the complete list of bugs, other customers are reporting, so we can be proactive... I know I have brought this up before.. just want to revisit it from time to time.. -- Patrick Zandi _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
