Conference humane::scheduler

1223.0. "Where to Resolve Technical Issues " by ZEKE::BURTON (Jim Burton, DTN 381-6470) Thu Mar 06 1997 14:02

              <<< NECSC::SYS_CLUSTER:[NOTES$LIBRARY]PAW.NOTE;1 >>>
        -< POLYCENTER AssetWORKS + Microsoft Systems Management Server >-
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Note 961.0              Where to Resolve Technical Issues              8 replies
ZEKE::BURTON "Jim Burton, DTN 381-6470"              12 lines   5-MAR-1997 15:30
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I have been asked by CA that you stop using this notefile to resolve technical
problems regarding POLYCENTER AssetWORKS.  The engineers who support 
AssetWORKS are all working for CA now, so there is no one monitoring this
notefile who speaks officially for CA on AssetWORKS.  The proper channel is
to call the CSC if you are a Digital internal use 'customer'.  If you are
asking questions on behalf of a Digital customer who does not have a support
contract, then you know you are not suppose to do that.  When you continue to
post technical questions in this notefile, none of it gets back to CA where it
belongs. 

Jim Burton
POLYCENTER AssetWORKS Product Manager
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Note 961.1              Where to Resolve Technical Issues                 1 of 8
ZEKE::BURTON "Jim Burton, DTN 381-6470"               4 lines   5-MAR-1997 15:31
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If you have any problems getting your technical questions answered at the
CSC, please notify either Curtis Chase @OGO or me.  We will fix the problem.

Jim
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Note 961.2              Where to Resolve Technical Issues                 2 of 8
SUBSYS::CARLETON "A paradigm shift without a clutch" 10 lines   5-MAR-1997 17:50
                     -< They are Digital's customers too >-
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    Not all of the engineers who worked on PAW left Digital when it was
    sold to CA.  Those of us still here have unique knowedege about the
    product that does not exist anywhere else in either company.
    
    This notes file represents a low-overhead way for me to jump in and
    help Digital customers when I can.  It's one thing to say that CA
    should not be left out of the loop.  It is quite another to say that
    Digital should not maintain a notes file where former PAW engineers
    and support people can help out Digital customers.  We use Notes to
    help us support other third-party products.  Why should PAW be different?
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Note 961.3              Where to Resolve Technical Issues                 3 of 8
ZEKE::BURTON "Jim Burton, DTN 381-6470"              10 lines   5-MAR-1997 19:12
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RE: -1.

I knew there would be someone who knows PAW and who did not got to CA.  I 
believe CA's real complaint about the notefiles is that problems get discussed
and they don't hear about them.  Maybe you and other POLYCENTER technical
people could take the lead in sending important e-mails from the notefiles
to the appropriate CA engineers.  That would certainly address CA's complaint
and keep the notefiles open.

Jim
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Note 961.4              Where to Resolve Technical Issues                 4 of 8
RDVAX::LEVY "Run Like an Antelope"                   23 lines   6-MAR-1997 07:18
                             -< IMHO not workable >-
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Jim - 

IMHO the solution to the CA complaint is to get the PAW support team from
the CSC to commit to monitoring this notesfile and to escalate issues to CA
appropriately.

Asking folks not to discuss technical issues in a technical notesfile is
not workable and will only serve to inhibit infomation sharing amongst
Digital folks who are trying to deal with a complex environment.  Posting
technical questions and getting solutions/worarounds in notes is a very
useful way for Digital folks to share information.  How will this get done
if we're not to deal with technical problems here?

Please note that the notesfile resides on a system that sits at the CSC
site in Shrewsbury MA.  I used to be part of the PAW support team at the
CSC, but no longer work in this capacity.  My understanding is that this
function moved to the Windows NT support team.  None of the current
moderators are members of the team supporting PAW.

If you would like to be made a moderator of this conference so that you can
enforce your request, let me know.

	dave
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Note 961.6              Where to Resolve Technical Issues                 6 of 8
ZEKE::BURTON "Jim Burton, DTN 381-6470"               4 lines   6-MAR-1997 08:03
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I just sent a note to some of the CSC people who have called me with 
POLYCENTER questions.  We'll see what we get back.

Jim
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Note 961.7              Where to Resolve Technical Issues                 7 of 8
RDVAX::LEVY "Run Like an Antelope"                    6 lines   6-MAR-1997 10:05
                                  -< Thanks >-
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    Please also note that this notesfile is for Digital personnel to
    discuss SMS issues along with AssetWORKS.  It ain't just a PAW
    notesfile. We could rename it. :-)
    
    	dave
    
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Note 961.8              Where to Resolve Technical Issues                 8 of 8
ZEKE::BURTON "Jim Burton, DTN 381-6470"               7 lines   6-MAR-1997 13:51
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CA clarified that they have no intention of shutting down the notefiles. They
feels everything will be OK if we can get someone from the CSC to monitor the
notefiles and send info to them.  I have not yet received any response from the
two people I know in the CSC.  Does anyone know who we should contact out 
there?

Jim 

We finally got this issue resolved.  You should keep using the notefiles as you
have always done.  The major problems have always been elevated to CA in a
fomal problem escalation process, but it was the minor things that fell through
the cracks. To solve this, the CSC will assign an engineer to monitor the
POLYCENTER notefiles and e-mail messages to CA if they feel CA needs to know
about the issue. 

Jim