I had a similar issue. We have been paying for support for Service Desk although we have not actually licensed it on any server. Now we are getting ready to expand from our home-grown Help Desk application to Service Desk and beyond (Change, CMDB, etc.). I created a new dev server and loaded ARS 7.0.1 and did a license purge from our previous dev server (when 7.0.1 first came out). Licensing the new dev server and adding fixed user licenses went well.
Now, I had to get the license keys prior to load most other stuff (a week or two later), but I could not get anything to work from the licensing form in BMC Support, including the mid-tier. So, I created a ticket with support. When the guy called me back, he advised that all of our version 7 license keys had been "deactivated" and I would need to contact my primary sales rep in order to obtain the keys. I asked specifically about mid-tier and was told that it was deactivated also. Our sales rep advised that he would internally escalate this ticket. But, if this is the new policy, this is insane. Is this an attempt to shift license support to the sales staff? What is going on here? Kelvin -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of John Cortes Sent: Tuesday, December 12, 2006 12:34 PM To: [email protected] Subject: FTS License Upgarde During the past 2 weeks we've upgraded our Development AR Server from version 5 to version 7.0.1. In the process of doing this upgrade we found out that we had to actually install AR Server 7.0.0 Patch 2 first so that the database gets updated properly. Once we got that straightened out I went and started to update my licenses. Now we get to FTS, which we have been using in Version 5 and paying for all along. Because the key name is changed I created a ticket online to purge the old license and get a new license. Never got an email after more then 3 hours. Call up support and after 20 minutes I'm told that my support rep has to approve this? I got the manager on the phone for that group and he's telling me that this is how it works for this. I tried to explain to him that if I was doing this on a production machine on a weekend that I can't wait for a sales rep to approve such a thing. Seems kinda ridiculous that I would need approval to upgrade a key that I have been paying support for, for the whole time we've had our system running. Has anyone encountered this with FTS or any other Apps ? What has been the experiences with this ? Does anyone think that this is a reasonable thing ? Thanks J. Frank Cortes -- J. Frank Cortes Technology & Planning Yale University 175 Whitney Ave, Room 113, New Haven, CT 06519 Phone (203) 432-0602 Fax (203) 432-6243 mail to : [EMAIL PROTECTED] ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
