Hi Doug, The RFE process is documented here: Request for Enhancement (RFE) process for distributed systems products<http://media.cms.bmc.com/documents/ESM_RFE_Process.pdf>.
And you can always find the status of an RFE here: Product Defects<http://apps.bmc.com/server/available.cfm?fc=REMDEFECTS>. You can even search for RFEs that you yourself did not submit - i.e. you can see all known defects/RFEs submitted by all customers. Hopefully this makes the process less mysterious and gives you a method to track RFEs. -David J. Easter Sr. Product Manager, Enterprise Service Management 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. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, November 19, 2010 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: "Working as designed" type defects ** Doug, Thanks for the clarifications. I guess there are multiple schools of thought on this but your logic makes sense. One issue, though, is with the RFE process itself. I've never worked on applications that were being sold outside of my employer so I haven't had to deal with it before, but it seems like the RFE process is a bit mysterious. We can submit RFEs, but there doesn't seem to be a good way to tell what is going on with them. If I were to submit an RFE that I was passionate about, but there was no way of knowing if BMC engineering were evaluating it or actually going to enhance the feature in the next version, I would be discouraged from submitting many more RFEs after that. It does seem like our RFEs often go into a black hole, which has an impact on those of us that do both ARS development and support ITSM. For example, if I submit an RFE and get no feedback from BMC, I don't have sufficient information to decide whether to go ahead and build the solution myself as a customization, or if I should tell my customers it would be released in a patch in two months or if it will be included in ITSM 8.0 to be released even further out. I think if the RFE process were a little less mysterious, we would be more inclined to submit them. Thanks, Shawn Pierson Remedy Developer | Southern Union _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
