OK, as they say in the South, "Here's your problem". Always use the web interface (when possible) to create tickets. That's the only way to ensure that they have all of the minimally required information to be able to work the ticket, even at a Tier 1 level. If you use email or phone, someone will have to call you back to get that information, and that's potentially a lot of time wasted. One thing I do sometimes is create the bare bones of the ticket on the web, and THEN go back, while the SLA clock is ticking, collect necessary additional info and logs, and append them to the ticket. It doesn't buy me much time, but every little bit helps. Rick _____
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, June 13, 2007 7:29 AM To: [email protected] Subject: Re: BMC Rant ** Hi Ranters, OK so here is a reply to an issues I opened yesterday.... Hi Tom, Thank you for the submission of your issue. I will review and provide and update with my finding. Thank you in advance, for your patience. Kind regards, BMC Technical Support The problem is that I never sent any info on the problem, no logs, etc. The ticket was opened over the phone, and it was a hi priority I told the rep. This response came this morning.I can't wait to find out about the finding in a week or so. (support tech name withheld by me) Regards, Tom ----- Original Message ----- From: patrick zandi Date: Wednesday, June 13, 2007 9:22 am Subject: Re: BMC Rant To: [email protected] > We had this rant --- in Mar 15th.. I have noticed the RANT's > are Getting > > Closer. > > > > > -- > Patrick Zandi > > ____________________________________________________________________________ ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > ARSlist:"Where the Answers Are" > __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
