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Alvaro Paronuzzi posted 4 years ago
the new BMC Customer Support site is a mess!

44 Comments

  • Matt Laurenceau

    Matt Laurenceau Employee 4 years ago

    Really? Sorry about this Al! Making sure you can speak with Miles Escow and friends about specifics.
  • Miles Escow

    Miles Escow Moderator 4 years ago

    Hi Al,

    do you mean the new issue management functionality or the homepage perhaps? Could you perhaps give me some specifics?

    Thanks,
    Miles
  • Alvaro Paronuzzi

    Alvaro Paronuzzi 4 years ago

    Hi Miles,
    I think some aspects should be improved:
    1. If I reply via email the attachment is lost now (it used to work before the migration)
    2. The Support ID is now missing in the Object of the email (as a BMC partner I'm managing issues with different SupIDs)
    3. If I raise a case via email for a SupID using a different email address I cannot see the new case from the web if I log with the account the SupID is associated to. (so if I raise it for the customer, the customer cannot see it)

    Thanks in advance for your understanding.
    Regards,
    Al
  • Alvaro Paronuzzi

    Alvaro Paronuzzi 4 years ago

    4. In the new Knowledge Base the new IDs of the articles should be visible in the page. The impact of having changed all the IDs of the KAs is huge. Think about all the references in the discussions on BMC Communities...!
  • Miles Escow

    Miles Escow Moderator 4 years ago

    Hi Al, I have already raised your 4th point internally as an issue and the KB ID will be added back soon I believe. i wasn't aware that the IDs have also changed.

    Can you comment please Jesse Richardson ?

     Joanne Dixon are you aware of Al's points 1-3 and can you comment on them do you think?
  • Jesse Richardson

    Jesse Richardson Moderator 4 years ago

    Al Paronuzzi  - On # 4, the knowledge article IDs did change but we migrated the Legacy Id into the body of the Knowledge Article, so searching on the ID will still find it.  I is a little more tricky if the community post provided a direct link to a specific article, but we are looking to update the ones posted link that to see how many are there.  When I search for the "[Requires Support Login"]"we typically used tor referneces to KAs, there are 34 such documents.
  • Alvaro Paronuzzi

    Alvaro Paronuzzi 4 years ago

    5. No "newlines" makes reading posts difficult:
     
    e.g.

    Dear BMC Customer Support, please find the case details below: >1.What is the problem or question (What happened, are there any error messages)? Cannot export models using model2go tool. The tool has been configured according to the information received in ISS04559985 (jar files for version 8.1 deployed, SMExportUtil.bat file and env.data file configured). BPPM version: 9.0 sp2 CMDB version: 8.1.00 patch 3 >2.Describe the problem you encountered compared to your expected outcome? Command executed and output: C:\BMCSoftware\ProactiveNet\pw\server\model2go>perl csv-export.pl 2015-12-14 14:45:50 <INFO> csv-export.pl : SIM 7.x model CSV-export starting.
  • Jon Rendle

    Jon Rendle Employee 4 years ago

    Hi Al - thanks for taking the time to provide the feedback. The team is fully committed to make our online experience as good as it possibly can be. We're working hard around the clock to address any issues that have come up since the transition. Please keep highlighting any issues you run into and we'll do our best to turn around resolutions quickly. 
  • Hal DeVore

    Hal DeVore Moderator 4 years ago

    Is it the holiday season or is it the new support site?  I've got five open cases and haven't gotten a single update from support on any of them since before the new site went live...
  • Jon Rendle

    Jon Rendle Employee 4 years ago

    Hi Hal, I've found a few open tickets for you that are pending an update from the team. I've nudged them in the right direction so expect to get an update soon. In future please do contact the Support hotline and ask to speak to one of the managers who will do their best to expedite the cases. Please accept my apologies for the delays.
  • Miles Escow

    Miles Escow Moderator 4 years ago

    Hi Al, I believe that your 5th issue; "No "newlines" makes reading posts difficult" will be fixed by tomorrow morning. We are still working on the other issues. Thanks for your patience.
  • Alvaro Paronuzzi

    Alvaro Paronuzzi 4 years ago

    Hi Miles Escow , thanks for the good news! I'm adding a couple of issues I am facing:
    6. Since yesterday I can no longer access the Case Management page from the "Manage your cases" section. I have tried with different browsers and with different SupIDs. The direct links to the single cases are working instead.

    7. If the CSR doesn't add his/her name (or signature) to the updates, in the email containing the update there is no way to know who is managing the case and/or providing the update.

    Thanks in advance for your effort in resolving these issues as well!
  • Miles Escow

    Miles Escow Moderator 4 years ago

    Thanks Al, I have added these issues to the list that we are working, I expect somebody to contact you about point 6 very quickly.
  • Hal DeVore

    Hal DeVore Moderator 4 years ago

    Some things I'm missing from the old version:

    1)  Ability to close a case as a customer.

    2)  Ability to explicitly choose to see only my cases or all cases on a given SupID.  I seem to randomly see one or the other of these two choices.

    --Hal
  • Hal DeVore

    Hal DeVore Moderator 4 years ago

    One more thing.  Support folks need to be alerted about using email from old email-chains with only the old case number in the subject.  If customers reply to those they don't get posted to the renumbered case.
  • Matt Laurenceau

    Matt Laurenceau Employee 4 years ago

    Thanks Hal "long time friend" DeVore for sharing your experience too!
    I recently worked again with Ron Coleman , great fun!
  • Miles Escow

    Miles Escow Moderator 4 years ago

    Hi Al,
    here are a few more updates on the feedback that you raised:

    1. If I reply via email the attachment is lost now (it used to work before the migration)
    This has been addressed and corrected

    2. The Support ID is now missing in the Object of the email (as a BMC partner I'm managing issues with different SupIDs)
    A new template that is about to be put into place will address this missing Support ID

    7. If the CSR doesn't add his/her name (or signature) to the updates, in the email containing the update there is no way to know who is managing the case and/or providing the update.
    This is in a way 'by design' we want communications about the case to be coherent regardless of the Technical Support Analyst working on the case. We do not want personal email addresses of the Technical Support Analysts to be used as this can lead to missing information in the case.

  • Alvaro Paronuzzi

    Alvaro Paronuzzi 4 years ago

    Hi, in the Subject of the emails concerning Case updates I'm seeing:
    [ ref:_00D30MODz._50014 [ ref:_00D30MODz._50014t194A:ref ]

    What is it?

    Thanks,
    Al
  • Miles Escow

    Miles Escow Moderator 4 years ago

    Janet Sessarego can you perhaps comment here? Thanks, Miles
  • Jason Miller

    Jason Miller Moderator 4 years ago

    Thanks Miles Escow for your involvement and quick action to knock out issues!
  • Alvaro Paronuzzi

    Alvaro Paronuzzi 4 years ago

    Hi Miles Escow , issue #6 is still there. It looks quite impacting for the end users...am I the only one seeing this behavior? If I open the URL https://bmcsites.force.com/casemgmt directly I can reach the page instead.  
  • Jon Rendle

    Jon Rendle Employee 4 years ago

    Al - i've asked my Contact Centre team to reach out to you and make sure we work with you on a resolution to all the issues you're facing. 
  • Alvaro Paronuzzi

    Alvaro Paronuzzi 4 years ago

    8. This morning I received an update on a Case via email and the Object does not contain the Case ID nor the Sup ID. Is this expected? Thanks again for the effort you guys are putting in the resolution to all the issues. I really appreciate your help!
  • Miles Escow

    Miles Escow Moderator 4 years ago

    Hi Al, we should have a fix in place for that issue (#8). Was the email you received for a recent case or one that has been open for a while already? Please feel free to email directly with the case number.
  • Alvaro Paronuzzi

    Alvaro Paronuzzi 4 years ago

    Hi Miles Escow , the email was for a recent case. Another thing: even if I don't consider it an issue, I would really appreciate if an email was sent to me also when I am the one providing a Case update using the web interface. Thanks, Al
  • Miles Escow

    Miles Escow Moderator 4 years ago

    The template used for the emails that you are receiving is being updated and extended and you should see a noticeable improvement in the information that they carry soon.
  • Alvaro Paronuzzi

    Alvaro Paronuzzi 4 years ago

    Can I reopen a closed case sending an email? I've sent it a couple of days ago and I see it as an update to the case but it is still in Closed status. What can I do?
  • Alvaro Paronuzzi

    Alvaro Paronuzzi 4 years ago

    Miles Escow today I received an email about a case with the following Subject: "Trailer [ ref:_00D30MODz._50014t3iYZ:ref ]". There's no reference to the case it belongs to neither in the email body. I think more improvements are needed on this. definitely.
  • Miles Escow

    Miles Escow Moderator 4 years ago

    I am not sure if it is possible to reopen a closed case with an email, I have asked some colleagues to check that and get back to you about it. I have also asked for the date when our changes to the email template will be live and when we will have solved the problem of those seemingly random email subjects. I have also asked for a member of our customer care team to contact you directly to ensure that the issues you have raised are tracked and worked as efficiently as possible. Thanks for your patience.
  • Miles Escow

    Miles Escow Moderator 4 years ago

    Hi Al, a colleague has just confirmed that customers cannot reopen closed cases via email. An email will update the case, but the case will remain closed unless the Technical Support Analyst sees the update and reopens it manually. If you would like to reopen a case, the safest way to do that is to call the support line and ask for it to be reopened.
  • Hal DeVore

    Hal DeVore Moderator 4 years ago

    Nothing a customer can do alone will reopen a closed case, it seems.  I tried using the support website to post to a closed case.  A couple of days later the (very good) TSA happened to notice and reopened it.
  • Dick Chapman

    Dick Chapman Employee 4 years ago

    Al Paronuzzi, I have to apologize for the email you received with the poor Subject. That was caused by human error, not our Case system. We have reminded our TSAs to review their emails before they are sent to prevent this kind of thing from happening in the future.

    I don't see an answer to your earlier question about the [ref:...:ref] item, so let me address that, too. That is an internal "thread id" that our email processor uses to attach inbound emails to the correct Case. If you reply to an email with an ID like that included (even an email with nearly empty Subject), the system will be able to associate your reply to the correct Case. Because it is critical to our email handling, we normally include it in the Subject and Body of outbound emails. Miles Escow
  • Michael Evans

    Michael Evans 4 years ago

    I'll agree with Al Paronuzzi that the replies from the support group are inconsistent at best and virtually unfollowable at worst.  I get updates from a ticket that have no reference to what the ticket content or last update was.
  • Michael Evans

    Michael Evans 4 years ago

    regarding Hal DeVore's comments about closed cases this is also a challenge for us.  We can update a closed case but since the case is no longer auto-opened i'm concerned that the updates don't trigger activity for follow-ups at BMC.  We should rely on "A couple of days later the (very good) TSA happened to notice and reopened it"

    By the way - i've been told cases cannot be re-opened and instead a new case is created and linked?  is that correct?
  • Michael Evans

    Michael Evans 4 years ago

    The actual case list itself - i'm really looking forward to more functionality such as sorting and searching and seeing 'last update' and being able to report on our cases and defects.  It would be great to get an update on what''s coming next for that case management site.
  • Hal DeVore

    Hal DeVore Moderator 4 years ago

    Closed cases can still be re-opened.  I've had at least two in the last week that were re-opened by a TSA.

    Agree that we can't rely on TSAs happening to notice updates to closed cases.

    Unsolicited opinion: I'm guessing that TSAs are graded on time to close cases or number of unresolved cases.  I get a lot of requests from some TSAs to close cases "temporarily" when I expect a delay in taking a next action.  This wasn't a problem with the old system because an email or web post to the case set it back to open.
  • Warren Cook

    Warren Cook Employee 4 years ago

    In regards to the re-opening a closed case from an email...The system does not re-open the case but rather sets a flag for the Support representative so that it appears in their work queue. The Support rep can review the request to determine if the case really needs to be re-opened or if a new case should be created. The team is considering turning the auto email re-open case functionality if the email comes within 90 days of case closure for a future release. Hal DeVore this was not done to change measurements or behavior. The team was seeing a lot of false re-opens for what should have been new cases.
  • Hal DeVore

    Hal DeVore Moderator 4 years ago

    Not what I was suggesting, Warren Cook .  I am (probably mis-)interpreting requests to close cases that are not resolved any time there is a delay in the next action as someone working the system to improve their measurements.  
    For example, some but not all TSAs will ask to close a case when we're waiting for a recurrence of an issue after a possible patch was applied.

    Transparency is good, thanks for the explanation of what's happening behind the curtain!
  • Dick Chapman

    Dick Chapman Employee 4 years ago

    Michael Evans Al Paronuzzi
    You will soon see a complete replacement of the current Case "filter" functionality on Support Central. The new approach will help you quickly locate the Cases you want to see, whether they are open or closed (we are combining open and closed Cases into a single list).

    You will be able to quickly limit the displayed list to Cases you submitted, or those submitted or updated within a selected window of time. You will also be able to search Cases for one of several selectable Case attributes (including by Case ID, Submitter, Support ID, Product, Company), as well as have the ability to sort any displayed Case list by clicking on a column heading.

    You can see a wireframe in this PNG file (https://communities.bmc.com/docs/DOC-40683) that will give you an idea of how the new features will look. It is still being refined as it is developed and may not end up looking exactly like the mock-up, but the functionality will be there.

    Thank you for your patience as we grow into this new support platform.
  • Michael Evans

    Michael Evans 4 years ago

    That’s a great start – thanks so much!

    If we could get the ‘last update’ to show up along with the old “waiting on customer” or “with support” checkbox in the older system that would be most helpful.

    Perhaps ‘last update’ could be a hover or quick-look button so we don’t have to dive into each ticket?

    Thanks again

  • Dick Chapman

    Dick Chapman Employee 3 years ago

    The Case Management find/filter/sort improvements are now live on Support Central.

    Michael Evans, the "waiting on customer" indication will be handled by a different change we are making to have Case Status indicate who owns the next action. On Support Central, a Status of "Work in Progress - Customer" will indicate we are waiting on something from the customer. That change will happen in the May-June time-frame.

    The "hover" for last comment would be a nice feature, and I'll add it to the backlog. This is not a promise to deliver it, but we will give it consideration. Thanks!

  • Matt Laurenceau

    Matt Laurenceau Employee 3 years ago

  • Paul Donders

    Paul Donders Moderator 3 years ago

    Hi all,Small thing we noticed; 1. when we raise an issue for one of our customers, they are not listed.... So have to create a case on the name of an other customer and put a note in what customer it's for. 2.Adding my contact details in, like email and mobile phone, but still the office number is called.
  • Peter Rehn

    Peter Rehn Employee 3 years ago

    Hi Paul Donders

    On your point about opening cases when your customer isn't listed. I recommend you contact customer_care@bmc.com when you run into a situation like this so our customer care team can get to the route cause and rectify it.