> However, don't you agree that Support should not use internal code names when dealing with the customer ?
In general, yes. However, there are times when code names are reasonably used. Some companies release their codenames for public consumption (e.g. Apple MAC OS X "Leopard", Microsoft server "Longhorn", Solaris "Nevada", etc.). So while one would typically say "The fix will be in the next release" or "That feature is planned for the Q2'CY08 release", there are times when one is pushed for a version number - and if the version number has not yet been determined, the code name is used. In this case, however, I agree that the codename was not necessary and potentially confusing. > Is there any way that customers can track bugs and RFEs and their status online ? Customers do have access to Support Central to track their own logged incidents, defects, "CARs" and RFEs. You can get to this via the Issue Management option on Support Central. This should be working properly for you and if it is not, please do contact your support representative. Hope this helps, -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chris Rom Sent: Friday, February 23, 2007 8:08 AM To: [email protected] Subject: Re: BUG in 7.0.1 patch 001 that is not reported in the Notes David, as always, thanks for your quick clarification and insight. However, don't you agree that Support should not use internal code names when dealing with the customer ? Even if they do not have a date, although that does not seem to be a secret, they could just say 'until the next release' or 'until mid-2007' Also, as someone on this thread pointed out, it does not seem to be possible anymore to search by bug ID. Is there any way that customers can track bugs and RFEs and their status online ? Rgds, Chris Rom Schlumberger ________________________________________________________________________ _______ 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"
