"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.
**I wonder if those are Magic version #s.Rick
On 11/2/06, McKenzie, James J C-E LCMC HQISEC/L3 < [EMAIL PROTECTED]> wrote:__20060125_______________________This posting was submitted with HTML in it___**__20060125_______________________This posting was submitted with HTML in it___David:
Testing maybe?
James McKenzie
L-3 GSI________________________________
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Easter, David
Sent: Thursday, November 02, 2006 11:24 AM
To: [email protected]
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:[email protected]] On Behalf Of Michael Worts
Sent: Thursday, November 02, 2006 12:57 AM
To: [email protected]
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)" < [email protected]>01/11/2006 18:30
Please respond to
[email protected]
To
[email protected]
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 xxxxx", it will give you pre-7.0 versions, while "BMC Remedy xxxxx" 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] < 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 ConsultantBob 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___
