Re: 10.2.0.4

On Sep 17, 4:05 am, Niall Litchfield <niall.litchfi..._at_dial.pipex.com> wrote:

>
> > When I tried to raise the priority, it turns out
> > that can't be done anymore. So I was advised
> > to just write "it's costing us money" and
> > it will be raised. Since it is a payroll system,
> > it is not really costing us money. Apparently,
> > that means I can't raise the priority.
> > How about that for useless service?
>
> That's not true,

Actually, it is true. What might not be true is the contention that we have to demonstrate costing money. But the situation I described is true and I can post the emails on it if needed.

> and well worth haranguing your account manager about.

Believe me, it is being harangued! And the higher brass here is not very happy about all this either: given that we just paid for the yearly support - and it was a very reasonable amount...

> You would have to make a business case (and that annoys me a bit) but
> you can both escalate if the priority is correct and the support rep is
> a muppet ^H^H^H^H skilled in areas not directly relevant to your
> problem, and also raise the priority. We've done both.

Too many ifs, I'm afraid. Look at the SR entry screens. Where we have to specify the criticality of the call, there are two questions and a drop box for the answer. How are we supposed to reply to both in one go?

Setting or raising the priority of a SR should be a simple, straight forward affair. It isn't. And that is not satisfactory. Received on Sun Sep 16 2007 - 17:21:25 CDT