David, while those are good points, it seems that if we as developers can create effective means of using Remedy to require data from our less-sophisticated end users that allows us to help them, then surely the smart folks at BMC can figure out a way to help us smart folks enter data that's actually helpful to them.
I understand that this may be a priority/resource issue right now, but if/when it reaches the front burner, perhaps a meeting of the minds between engineering and the customers (us) would be in order, to ensure that the solution works well for both parties? Rick -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David Sent: Friday, April 20, 2007 1:11 PM To: [email protected] Subject: Re: Enhancement Request, anyone? > AFAIK, there is an internal effort at BMC to create and rfe interface, but it doesn't yet exist. Actually, at this time, the plan is to continue to require a support rep to be involved in the process of opening an RFE. One primary reason is that over 30% of the RFE's opened directly by customers had errors of some kind (wrong product, support question vs. RFE, poorly defined request, etc.). Including the support rep means the RFEs are now more correctly defined and can be processes much quicker than before. There are other benefits (e.g. bugs can now be converted to RFE's without the loss of tracking, customer incidents are linked to the RFE, etc.) While I'm not discounting the possibility that customers may be able to enter their own RFE's again in the future, there's AFAIK no internal effort to re-create that interface. Thanks, -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 Axton Sent: Friday, April 20, 2007 11:10 AM To: [email protected] Subject: Re: Enhancement Request, anyone? I've been working with some people at BMC to track RFE's on the ARSwiki site, though they want a regular ticket in their system to cross-reference the requests. http://arswiki.org/bugs/ Just use the severity of enhancement when you submit it and record the BMC ticket id in the Vendor Bug ID field. It is checked daily by people at BMC. AFAIK, there is an internal effort at BMC to create and rfe interface, but it doesn't yet exist. Axton Grams On 4/20/07, Lammey, Peter A. <[EMAIL PROTECTED]> wrote: > ** > > I dont think you can submit an RFE anymore yourself. > I have an open RFE in now but it was submitted by the BMC Support tech > who I worked with on a question I had and since the answer was "No we > cant do that and we havent planned to add that to in the future" the RFE was submitted. > > > > Thanks > Peter Lammey > ESPN MIT Technical Services & Applications Management > 860-766-4761 > > > ________________________________ > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Aaron Keller > Sent: Friday, April 20, 2007 12:42 PM > To: [email protected] > Subject: Enhancement Request, anyone? > > > ** > Didn't there used to be a link on the support website to submit an > enhancement request? > Either it's just my Friday fog, or it's no longer there... > > > -Aaron > > * Email: [EMAIL PROTECTED] > SunCom is the wireless company that's committed to doing things differently. > > Things we want you to know. > > This e-mail and any files transmitted with it are confidential and are > intended solely for the use of the individual or entity to whom they > are addressed. This communication may contain material protected by > the attorney-client privilege. If you are not the intended recipient > or the person responsible for delivering the e-mail to the intended > recipient, be advised that you have received this e-mail in error and > that any use, dissemination, forwarding, printing or copying of this > e-mail is strictly prohibited. > > __20060125_______________________This posting was submitted with HTML > in it___ __20060125_______________________This posting was submitted > with HTML in it___ ________________________________________________________________________ _______ 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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
