Well.... I was going to stay out of this one (I think I started the RANT that Pat mentioned in march!)....
Let me just point out that BMC TOLD us what they we're going to do at the last RUG. Remember the little charts that showed how they we're going to take all those great resources they had in support, move them in to development to garner all of there knowledge, and off load support.... So, let's look at the result (as we know it). 1. Support is lacking at many levels. By the way, Rick is right on the money, use the web interface, it will be faster 2. Most of those "resources" that we're going to be moving over into the Development world...there out the door! 3. More and more, we are talking about the possibility of moving to support providers (Column etc.). Which is what (IMHO) BMC wants us to do. 4. The Mariners have just moved up to only 3 games out of first in the AL West.... Warren On 6/13/07, Rick Cook <[EMAIL PROTECTED]> wrote:
** 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___ __20060125_______________________This posting was submitted with HTML in it___
-- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
