I'd settle for them reading what is written (since some of us understand they don't look the information up and try to provide it on the initial ticket).
----- Original Message ----- From: "John Sundberg" <[email protected]> To: [email protected] Sent: Tuesday, June 5, 2012 9:05:57 AM Subject: Re: Support - An open letter to BMC ** Or…. They had a nice little form pre-installe into ARS that you opened to fill out a support ticket… It asks a few questions -- and then generates all the answers in a format that can be sucked into a program on the other side. (you could copy/pasted it into the support web site -- or auto push - if you allowed such a thing) That way - they get all the info they want... Such an easy problem to solve… Must not be much interest (or vision???) to improve support. BTW -- don't forget BMC did win an award for Best Support at WWRUG last year. -John On Tue, Jun 5, 2012 at 8:00 AM, Tommy Morris < [email protected] > wrote: ** Wouldn’t it be nice if BMC had all of their client’s information on file so you wouldn’t have to list version, OS, etc? Maybe they could have a web portal where clients could log in and update their environment? Possibly the system could have a couple of different environment options such as Dev, QA, Prod and then a client created a support ticket they could select the environment that the issue is being reported upon? Oh! I know! Maybe, just maybe the data could be stored in some sort of configuration management something or other so that the data could be managed easily. Hmmmm…. I wonder if BMC could find a useful tool that could handle that. From: Action Request System discussion list(ARSList) [mailto: [email protected] ] On Behalf Of Warren R. Baltimore II Sent: Tuesday, June 05, 2012 7:43 AM To: [email protected] Subject: Support - An open letter to BMC ** Once again, I have submitted a ticket that has an abundance of information regarding my problem. It lists the ARS version and patch It lists the Server type and OS It lists the Db and version It gives a succinct description of the issue I then received a response almost 45 minutes later (which I was quite pleased with! Quick Turn around!) After reading the response, I was tempted to buy a ticket to wherever the hell support was and deliver my feelings in person! Response follows: Hi Warren, Thank you for contacting BMC Remedy Support. Our goal at BMC is to provide you with an excellent customer service experience. If for any reason you feel this issue is not progressing properly, please discuss it with me or feel free to contact our Support Manager ************* at ************ @ bmc .com I am ********** and I shall be assisting you with this issue. This mail is regarding Issue "ISS03967224"with issue summary as: "I am unable to search for a join of 3 forms utilizing the Request ID field." --------------------------------------------------------- Thanks for the initial information. I tried to call you unfortunately reached VM. In order to fully understand the affected environment and narrow down the possibilities, please address the following for me: 1) What is the AR Server version & Patch level? 2) What is the OS and version that the Remedy environment is installed on? 3) What database and version does the AR Server use? Is it local or remote to the AR Server installation? 4) Have you upgraded your environment? If yes then from which version please specify? 5) Have you done any customization? Please explain? 6) When you are getting the error? 7) What is the exact error message you are getting --------------------------------------------------------- Please send me the information at your earliest, it will help me to investigate issue further. Kindly let me know if you have any concerns on this issue. My response was blunt: With the exception of question 5, I answered EVERY question in the ticket. Question 5: we have not upgraded. As to customization, lightly. You will notice that this is a join I built! ___________________________________________ This has been indicative of support for about the last 6 or so years (whenever it was off shored). Support techs seem to read from a script. Based on what I was seeing, I suspect that this particular tech was reading only the description in a notification and not from the actual support request. I don't think I blame the techs. I suspect that they are all hard working people who get lousy pay and little training. I remember sitting in a hall some years back (San Jose perhaps) and being told by BMC how it was going to be so wonderful when they offshore support. All of the domestic support people would be moved to different parts of the structure to utilize that wonderful institutional knowledge they had, and the new support staff would be given all the training and support they needed to maintain a high level of support.... It hasn't worked out that way. 2 years after BMC pulled the trigger, support was so bad that I ended up in an hour long phone conversation with the individual who was tasked with managing that operation (I wish I could remember his name). I expressed my concerns and found that for the most part, he agreed with my assessment! The term he used at the time to describe where BMC had found themselves was that the trigger had been pulled, the deed was done and there was no going back! So here we are, I am not saying that every time I have dealt with support that it is always a disaster, it isn't. As with any organization, there are bright spots. Every tech I deal with seems to have a genuine desire to help. But the process does not work, and the knowledge isn't always what it should be. And (perhaps the biggest sin in my mind), the tool that they should be using isn't utilized! Why do we take the time to fill out all of the data in the support request that they request if they are not even going to bother reading it???? What's the solution? I'm not sure. But the current system isn't working. Warren R. Baltimore II Remedy Developer since ARS 3.2 410-533-5367 _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ -- John Sundberg Kinetic Data, Inc. "Your Business. Your Process." WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award 651-556-0930 I [email protected] www.kineticdata.com I community.kineticdata.com _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
