At the Support Breakfast at UserWorld we strongly suggested that the support staff start actually looking at that data when we relate a ticket to a system. I suggested that they make provision to identify the data as pertaining to both current production and future production machines, since 99% of my tickets this last year have been on pre-production 7.x issues, not the production 5.x systems. Otherwise, why should we even bother to store data in their tracking system about our servers.
Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://itsm.unt.edu/ > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire > Sent: Tuesday, November 06, 2007 9:31 AM > To: arslist@ARSLIST.ORG > Subject: OT-Support Question - Whine - Rant - Ignore me! > > Does anyone find it as annoying as I do that when you submit > a ticket to Support, you almost always get a request back > that asks these questions? > > What Remedy products are you using? Version > and patch levels? > What is your system environment, OS, DB, etc,? > > > When you submit a ticket, you select the server and along > with it what is installed on it. How hard it is for them to > look?? Granted, I normally think ahead and put it in my > ticket. This time I didn't. > Grrrrrrr. > > ARS 6.3 Patch 18 > HD 6.0 > Oracle 10 w/9 libraries > Oracle lives on a remote server > Windows 2003 4 gig on app server and 8 gig on DB server > > > Claire Sanford > Information Systems Division > Memorial Hermann Healthcare System > Phone: 713 448 6035 > [EMAIL PROTECTED] > > ______________________________________________________________ > _________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
