- Original Message -
From: Tony Worthington
Date: Tuesday, December 19, 2006 8:14 am
Subject: Re: BMC Support Doesn't
To: arslist@ARSLIST.ORG
> I second Grace, Virginia and Barbara V. And you can't forget
> Doug Reif...
> (and the other Doug) ;-)
>
>
> --
> Tony Wo
list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Luebbe, Tom
Sent: Tuesday, December 19, 2006 8:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support Doesn't
>From what I heard last week, Grace is not longer employed by BMC.
-Original Message-
From: Action Request System di
st(ARSList)"
12/11/2006 10:53 AM
Please respond to
arslist@ARSLIST.ORG
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Subject
Re: BMC Support Doesn't
**
AMEN to that. Virginia in Servers and Grace in Licenses to add a couple
more.
C
From: Action Request System discussion list(ARSList)
[mailto:[
11/2006 10:53 AM
Please respond to
arslist@ARSLIST.ORG
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Subject
Re: BMC Support Doesn't
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AMEN to that. Virginia in Servers and Grace in Licenses to add a couple
more.
C
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED]
lf Of Rick Cook
Sent: Tuesday, December 12, 2006 12:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT- BMC Support Doesn't
**
Somehow I think even dear Claire would blanch at having in her home a
bunch of people who had been standing in rubber suits in Houston all day
- maybe if it were an out
ouston in protest.
>
>
> J Meyer
>
>
> -----Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
> Sent: Monday, December 11, 2006 6:50 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: BMC Support
: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer
> Sent: Tuesday, December 12, 2006 8:42 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: BMC Support Doesn't
>
>
> Rick, some days, you're practically poetic.
>
>
I have to say that my recent experiences with the resolution team (3rd level
I believe) at BMC have been great. They are difficult to get an audience
with, but when you have their attention, they don't waste any time getting
to the source of the problem and correcting it. This group has access t
Just to get my 10 cents in on this one.
I'm not a RAC or RPC, however, my knowledge of the ARS allows me to operate
and develop an extensive custom ARS enviroment with very little technical
support. I've been working with ARS for about 7 years in an isolated network
environment as the Seni
6:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support Doesn't
**
Shawn, you mentioned something that flicked a switch in my mind when you
were talking about the KBs as part of an ITIL process. My ITIL
foundations class featured the BMC Airport Simulator, led by Mr. Atwell
Williams (both of w
T.ORG
Subject: Re: BMC Support Doesn't
**
Shawn, you mentioned something that flicked a switch in my mind when you
were talking about the KBs as part of an ITIL process. My ITIL
foundations class featured the BMC Airport Simulator, led by Mr. Atwell
Williams (both of which I heartily recommend).
On Mon, 11 Dec 2006 15:55:14 -0500, David Charters wrote:
>I do know that People Soft and SAP both handle there support the same as
>Remedy. Even if you a 10 year veteran with all the certs you still have to
>start and level 1 and work your way through the steps.
Many many years ago when I was a
edy people who were
pretty much doing it right before you came along.
Rick
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Monday, December 11, 2006 4:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support Doesn't
2006 3:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support Doesn't
SNIP
Frontline support staff usually aren't able to give me the sort of
support I need to resolve such issues. So they end up using almost as
much time I might have possibly spent troubleshooting stuff myself, if
not more
Axton,
But it is all about the paper. (Money that is.)
If THEY say "I know my stuff"(AKA: they certify me) then why will
"they" not use such a valuable resource to the best of their
advantage? ( It just does not make sense to me. )
And just to be clear, I was not trying to say that ONLY RSP/RAC
ouza
Sent: Monday, December 11, 2006 3:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support Doesn't
**
This is more or less what I meant. As someone who has spent so
much time on these systems, chances that you raise an issue that could
have been resol
Subject: Re: BMC Support Doesn't
**
"As an RSP I should be able to see more KB, enter KB's, update KB's and
have a great deal more access to info on my incidents/bugs than the
average customer. I have INVESTED a great deal of time to become
"certified" in this st
"As an RSP I should be able to see more KB, enter KB's, update KB's and
have a great deal more access to info on my incidents/bugs than the
average customer. I have INVESTED a great deal of time to become
"certified" in this stuff and that should mean that I am a good
partner for BMC to work with.
PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, December 11, 2006 3:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support Doesn't
Joe,
I here you. I feel that frustration.
However the most experienced developers do still make "newbie"
mistakes from time to time. And was
Joe,
I here you. I feel that frustration.
However the most experienced developers do still make "newbie"
mistakes from time to time. And wasting a "experts" time trying to
figure out that you really did "leave the caps lock key on" is not
good for anyone. (Even if it makes the customer on the ot
per / Consultant,
BearingPoint,
Virginia.
- Original Message
From: "[EMAIL PROTECTED]" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, December 11, 2006 12:01:46 PM
Subject: Re: BMC Support Doesn't
**
Hi Listers,
There are still many there who are truly
gards,
Tom Altamore
- Original Message -
From: Joe DeSouza
Date: Monday, December 11, 2006 11:30 am
Subject: Re: BMC Support Doesn't
To: arslist@ARSLIST.ORG
> I sort of agree here but there are just these certain
> individuals at Remedy support I don't mind dealing wit
: BMC Support Doesn't
**
Add to that list Chris Pettibon, Jesse Richardson, Rich Denman, Jane
Stuckey, Derek Bennett, and Bamba - all very knowledgeable and helpful
folks. That's not a complete list, and I apologize to those whose names
my brain is too feeble to still remember, but th
t;Meyer, Jennifer" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, December 11, 2006 10:37:01 AM
Subject: Re: BMC Support Doesn't
Gee, Barry, I've noticed that, too.
At my last position, we kept a running total on our whiteboard. Every
time we called support, we logged who
al Message
From: "Meyer, Jennifer" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, December 11, 2006 10:37:01 AM
Subject: Re: BMC Support Doesn't
Gee, Barry, I've noticed that, too.
At my last position, we kept a running total on our whiteboard. Every
t
Gee, Barry, I've noticed that, too.
At my last position, we kept a running total on our whiteboard. Every
time we called support, we logged who actually solved the problem, our
admin team or theirs. Their team remained with a 0 total.
Come to think of it, I don't actually call BMC support: I'm
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