Carey, I don't have a problem with their suggesting the latest patch or requesting the logs. All of that is normal. However, I responded with the business reasons why we were not moving to 7.00.01 patch 1 (we just don't have the time it takes to correct the flaws that the patch will insert into the system) and asked if their was an issue addressed in that patch or any patch leading up to it that I missed in my search which directly or indirectly addressed the issue which we were observing (losing authentication and permissions though the mid-tier). The question was ignored and the response from the tech was that to escalate the ticket to engineering we would have to upgrade to the latest patch.
This response completely ignores any of BMC's customer's reasons for either moving to a patch or not moving to a patch. It basically says that to get support, you have to be on the latest patch. Otherwise, we'll listen to you and help you with knowledge base searches that you can do yourself and look at your logs in case you can't read them yourselves, but if you actually need the support you're paying for, be prepared to choke and perform the upgrade with any pain or problems that the upgrade may cause you. Makes you wonder about the value of the support. Roy -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Friday, March 09, 2007 12:31 PM To: [email protected] Subject: Re: Remedy Supported Products Roy, It has been my experience (not only of late, but for several years) that the mantra of "support" is "send us your logs" and "use the latest patch". The amount of support that they provide for anything except the most current patch of the day is to answer questions with statements like: " That might be fixed in a later patch. Have you tried patch "x" yet?" OR " What version of the software are you using?" (For the Nth time for the same support issue.) OR ( And this one is my favorite) " No that is not a bug. Yes the documentation says that, but the actual design is not that. The bug is in the documentation." ( And they even say that when the functionality _changed_ between Major versions and the docs still reflect the "old versions behaviour". ) I am beginning to think that the community could benefit from using a Bugzilla (or some other such bug tracking tool) that the whole community could map to BMC bugs and publish to the whole community. Sure it would be more work for us, but we might actually be able to group evaluate a patch instead of having to suffer individually through the same issues over and over again. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap.... Pick two. On 3/9/07, Ashcraft, Roy W. <[EMAIL PROTECTED]> wrote: > ** > > > I opened a ticket with BMC yesterday over a problem we are having with > Mid-Tier 7.00.00 patch 2. The immediate response, which was expected, > was to update to version 7.00.01 patch 1. I responded explaining the > business reasons why that is not feasible for our situation. I very > quickly received a response indicating that in order for them to > escalate this to engineering we would have to upgrade to the latest patch. > > Is BMC only supported the current patch release now and forswearing > all support for past products, no matter how recent? > > Roy Ashcraft > Systems Analyst > SAIC > [EMAIL PROTECTED] > (402) 293-5218 ________________________________________________________________________ _______ 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"
