1 2 Previous Next 23 Replies Latest reply on Jan 27, 2020 9:35 AM by Patrick Wilson

    Are comments/inputs to BMC Documentation being ignored?

    Leonard Warren
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      Hello

       

      I am just curious as to what is going on with BMC Documentation these days as things appear to have changed considerably over the years.

       

      A few years ago, I was able to put in comments about in correct information or questions relating to topics within a variety of BMC Documents related to the different BMC Remedy products.  In return, BMC was really good about providing feedback although about half the time BMC would remove their response with a statement that the response was only available for internal personnel only. I kept putting in comments and at least a response would be provided, but never understood the reason for the removal of the response after it was posted. 

       

      However, throughout 2019 even though I tossed in comments about various sections that are questionable, there have been ZERO responses provided from anyone at BMC.

       

      So my question is, "Is it still worth posting comments in these documents within the Comments section?"

       

      For now, I will continue to do the posting as I come across questionable information as I see this as a benefit to anyone who is reading the document to be aware of what else to consider.

       

      Don't get me wrong as I do appreciate the documentation.  It is critical to what we do with the BMC Products and they do provide valuable information to those of us who are still working with the different BMC products.  What I don't get is what happened to the "response process" by BMC?  And why responses are not provided on anything posted in the documents, whether it is meaningful or not - acknowledgement is the key here.  Outside of the BMC Communities, these documents are the primary source of a knowledge base information for those of us who do not work directly for BMC but do work to support the different BMC Products. 

       

      So just wondering if others have noticed this or is it just me.  Thanks

        • 1. Re: Are comments/inputs to BMC Documentation being ignored?
          Stefan Hall

          I have the same problem and I think it's also a little bit due to the full stack copies for each new version.

           

          In the new version all old comments are gone and the bugs are often still there or back again.

           

          Maybe you just have to write HELIX often enough. This is currently the only focus of BMC, everything else is secondary. I'm joking a bit

          • 2. Re: Are comments/inputs to BMC Documentation being ignored?
            Matt Laurenceau

            Thanks Lenny for sharing your honest feedback.

            Pinging others to make sure your post is noticed.

             

            Angela Whitney, Seth Paskin, Patrick Wilson, Miles Escow I'd like to talk with you about synergies between BMC Communities (a system of engagement) and documentation site.

            4 of 4 people found this helpful
            • 3. Re: Are comments/inputs to BMC Documentation being ignored?
              Phillip Brockhaus

              I occasionally comment on the documentation and have received responses to my comments some of the time.

               

              Also, there are a couple of instances where my comments prompted change in the documentation.

              • 4. Re: Are comments/inputs to BMC Documentation being ignored?
                Leonard Warren

                I had the same thing for awhile a few years ago.  But this past year my comments get ignored.  I make sure that it is on the current version but those versions are coming out faster than before.  Just trying to help so will keep posting so people can see what I have run into and take it for what it is worth. 

                3 of 3 people found this helpful
                • 5. Re: Are comments/inputs to BMC Documentation being ignored?
                  Phillip Brockhaus

                  Turns out that a comment of mine from November just triggered an article to be updated a few days ago:

                   

                  Functions - Documentation for Remedy Action Request System 9.1 - BMC Documentation

                   

                  (Although, it's totally possible that this thread of yours prompted some fresh attention on these.)

                  2 of 2 people found this helpful
                  • 6. Re: Are comments/inputs to BMC Documentation being ignored?
                    Angela Whitney

                    Thank you for your helpful feedback, Lenny.

                     

                    IDD teams rely on customer comments to improve the documentation, and our goal is to be highly responsive to actionable feedback. Your helpful post prompted our teams to investigate areas where we might be falling short.

                     

                    We have confirmed that 70% of your actionable comments have been closed, 15% are open and have been prioritized, and the other 15% have been acknowledged and require no further action.

                     

                    We are very concerned that you are not seeing our responses to your comments. We are aware that some people have had challenges with email filters since our last Confluence upgrade, during which Confluence email wording changed. It’s possible that customers are missing responses because they have filter rules that need to be updated.

                     

                    We would welcome the opportunity to meet with you to troubleshoot any issues preventing you from seeing responses to your comments and to discuss in more detail your comments and the work our teams are doing to address them.

                     

                    I will reach out to you directly to schedule a meeting at your convenience.

                     

                    Regards,

                    Angela

                    3 of 3 people found this helpful
                    • 7. Re: Are comments/inputs to BMC Documentation being ignored?
                      Stefan Hall

                      Hi Angela,

                      good thing you're so active.

                       

                      Can you please tell me how I find all my comments in the documentation. I also have the feeling that it has become much worse, I have to remind more often and then I give up.

                       

                      I would like to make myself a picture

                      • 8. Re: Are comments/inputs to BMC Documentation being ignored?
                        Leonard Warren

                        I had the issue happen again on two posts from someone who responded with only Internal Employees can view the message.  After posting a complaint of not seeing the response to assuming my actions, the person who posted the response did something where it allowed me to view the response to one of my postings.  So whatever she did fixed it for that one post.  Not sure what she did but was able to see the response.

                         

                        I did find out that I cannot change to my new email address or it will disconnect me from all of my product partner accesses.  So I am stuck with keeping an old email address.  I am okay with that for now as it will only be posts from BMC that goes to the old email account anyway.  But hoping the responses that are posted are available for all to view. 

                         

                        Thanks Angela for the quick response.

                         

                        Lenny

                        1 of 1 people found this helpful
                        • 9. Re: Are comments/inputs to BMC Documentation being ignored?
                          LJ LongWing

                          As an employee, when commenting on docs there is an 'internal comment' checkbox...if checked, you can't see what was written unless you are also an employee....these comments aren't even visible to people outside of BMC other than an email that tells you a comment was made, but you can't see the contents....I'm sure what was done was to edit the post and un-check that box and re-save.

                          1 of 1 people found this helpful
                          • 10. Re: Are comments/inputs to BMC Documentation being ignored?
                            Stefan Hall

                            Hi Lj,

                            perhaps customers should not be informed as long as the "internal" flag is set. It's quite frustrating when you expect an answer and learn several times that you are not allowed to read it

                            • 11. Re: Are comments/inputs to BMC Documentation being ignored?
                              Leonard Warren

                              Wanted to pass along an update to my concerns about hidden comments as I had a nice meeting with the BMC Documentation Support Team.  They were quick to offer to get together with me to discuss my concerns and complaints.

                               

                              The overall meeting resulted in the following:

                               

                              1. They admitted there was a time of slow responses to postings as they received a large number of them throughout a variety of documents and different versions.  They have put into place steps to work towards improving on response times and answering the post whenever they can.  MY ASSESSMENT: I know that in some cases the responses take time because of the technical aspect of the post requires others to review and respond.

                               

                              2. There have been minor issues with the system that BMC has worked out when recognized or identified - notifications going out to indicate response is only available to Internal Employees - which I now see part of the issue is related to LJ LongWing's response to the check box option.  My frustration was based on this issue; which BMC indicated that they have taken steps to ensure internal comments are placed elsewhere to avoid this type of message to go out to non-employees like myself. 

                               

                              3. We had discussions on the content, format, features, presentation, etc. related to the Documents.  I indicated that old school people like myself prefer to have a hard copy book of the documents (as in the old days receiving a box of books to read),  and that it is a learning curb for us to work with the new format - bouncing around to get to where you want to go.  NOTE FROM ME: For me, I download the PDF to read but then it becomes difficult to add comments on the PDF, so I try to stick with the on-line documentation as much as possible.  Anyway, I passed along that I really like the addition of changing the version option to the latest to see if the information is the same or has changed.  For example, doing a Google Search and clicking the link takes me to 18.05.  But changing the version to 19.11 allows me to stay on the same page but in the latest version of the document.  Then I can add in my comments if necessary.

                               

                              I will continue to provide input to the documentation where I see needs to be brought to their (and everyone else's) attention to ensure clear and present information is provided to each of us.  I will remain in communication with the BMC Documentation Support Team when it is necessary to discuss likes/dislikes and such with them about the current documentation.  I also ask that each of you continue to post your comments, recommendations, helpful tips, etc. to help not only the documents to be as current as possible but to help each of us who use them over and over again. 

                               

                              Thanks again to Angela Whitney for allowing me to talk to her team and to the rest of the BMC Documentation Team for hearing my concerns today.  Lenny Warren

                              Senior Education Consultant

                              3 of 3 people found this helpful
                              • 12. Re: Are comments/inputs to BMC Documentation being ignored?
                                Jason Miller

                                Leonard Warren wrote:

                                 

                                Anyway, I passed along that I really like the addition of changing the version option to the latest to see if the information is the same or has changed.  For example, doing a Google Search and clicking the link takes me to 18.05.  But changing the version to 19.11 allows me to stay on the same page but in the latest version of the document.

                                I too have been loving this feature! It was a great addition to the site.

                                 

                                As for the books... Yes, I miss those days too. There is a box of them 5 feet from me. Back then I would read the whole darn thing. The web site just doesn't flow very well if you are trying to read page to page. I bought a Kindle when the wiki was first introduced and added the docs at PDFs but they still didn't read/flow the same as the physical books.

                                IMG_20200117_000741.jpg

                                • 13. Re: Are comments/inputs to BMC Documentation being ignored?
                                  Leonard Warren

                                  Hello Jason

                                   

                                  My books are in the unfinished basement area, on a shelf.  I reference them from time to time - like the old Advanced Topics Training Deck that we did back in 5.X days.  I got rid of most of my DVDs/CDs but the hard copy books I have kept.  I even have TWO copies of the first ever produced document that was signed by Doug Mueller - plan on putting one of them in a display frame and hang it up some day.  But i digress.

                                   

                                  I told them about the flow of the current documents was not easy to follow but it is a learning curb for people like us to get use to.  I also told them that I download a copy of the PDFs but making comments on the PDF is not as easy as doing it on the site.  I still miss the hard copies and will continue to miss them because I like to pace when I read - keeps me awake - and to have it open while I am walking through the process in an environment setting.  Too many dang windows to keep open these days.

                                   

                                  But I am still glad to see that BMC is still producing the books and are working towards keeping them up-to-date with our continued postings and such.  The good ole days are gone - save the trees I guess!

                                  • 14. Re: Are comments/inputs to BMC Documentation being ignored?
                                    Matt Laurenceau

                                    Lenny, Jason, DVDs and CDs begin to be what floppy disks were 10 years ago, quite fun to look at (lots of memories), but not that useful since I have less and less players/readers

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