I'm sure that you'll find that BMC/Remedy no longer uses BEST practices. In order to be fully ITIL V.3 compliant they now use GOOD practices. Good practices doesn't quite make since to me but guess they had to find a name for it.
I do have to admit that after I raised hell at support and my program manager raised hell at sales our support has improved. Not sure if this is just luck or if we finally got through to someone. Probably tagged my person data entry as SQUEAKY WHEEL. Have a good one Dave ----- Original Message ---- From: Timothy Powell <[EMAIL PROTECTED]> To: [email protected] Sent: Monday, October 29, 2007 4:55:12 PM Subject: Re: BMC Support Site Rant ** Benjamin, You are confusing a company that "preaches" best practice with one that actually "utilizes" best practice in their own support mechanism. Practice what you preach is NOT one of the BMC/Remedy tenants.....sadly. Another example is reporting. "Best practice" says that you allow customers to be somewhat self sufficient and provide them the ability to do some reporting on their tickets/issues. Does BMC allow any type of reporting on outstanding support issues. No they do not. They sell a product with 100+ embedded reports because, "that's what customers need", but do not implement any type of reporting for their internal customers. I'm sure that the members of this list can come up with numerous other examples where the practice doesn't measure up to the preaching. Self reporting is just one of my pet peeves. Tim From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A. Sent: Monday, October 29, 2007 6:15 PM To: [email protected] Subject: OT: BMC Support Site Rant ** Dear List (David Easter are you listening), <rant> I’d like to know how many of you out there have a size limit on a field named “Details” and/or “Description”? What is the “best practice” for a size limit on the “Details” field? In my mind, this field should be a 0-length (unlimited) field such that a person can input as many characters as it takes (within database constraints for a character field) to make a _detailed_ description of the problem. I can understand a limit on a “Summary” or “Brief Description” field for reporting purposes. Apparently the folks running the BMC Remedy Support site feel that 254 characters are sufficient for a _detailed_ description. Further, if you exceed this limit, do you get descriptive feedback as to why you couldn’t save your ticket? NO. “Unable to setup data connection which is preventing this application from working correctly”. What is that? </rant> Sorry to rant here, but after typing up a nice detailed description of a problem, I get an error message on trying to save my ticket. After butchering my response, I can finally save the ticket, but it now nowhere near reflects what I wanted to say and have to resort to several sequential ticket updates. __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
