...which may lead us out here in the customer arena to simply start pulling the trigger quicker: encounter a problem - troubleshoot it very superficially - then go ahead and submit it as a ticket knowing that we will have to eat the front-line support time anyway, so it might as well be on BMC's time too. With the level of complexity (and profusion of bugs in services, applications, and installers) in the version 7 products, this may have to become a survival tactic. I've stumbled across a wide variety of installer problems, usually as a result of incorrect assumptions about the server environment, that have taken weeks to resolve and put us way behind schedule on implementation. I now wonder if I would have been much better off to just toss them all over the wall to support the first time I spotted them, and focused instead on application configuration planning instead of trying to work through them, even though some of them might still be unresolved today. Unless we are involved in a beta, we shouldn't have to _be_ the QA process, but that is what it feels like.
I do have to say that response time does vary significantly for the different support groups at BMC; some tickets seem to go to backline support almost immediately, but maybe it is because they have already seen a problem and are looking for more sites to report it so that they can gather data to solve it. When I get that kind of a response, I usually reciprocate in terms of level of effort. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Monday, December 11, 2006 3:38 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support Doesn't SNIP Frontline support staff usually aren't able to give me the sort of support I need to resolve such issues. So they end up using almost as much time I might have possibly spent troubleshooting stuff myself, if not more in going through the same checks on logs etc before they ultimately reassign it to backend support when they reach at the same point I was at when I had decided to call support. SNIP _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
