Anyone else have trouble with the RC this week?
 
We had a SA 615 on Wed.  morning.  Called it in to the RC, get an id number,
but no call back! I did a dump and got the system running, then went on to
other activities.  Finally, I called them back in the afternoon and got a lot
of "I'm sorry, but the system crashed," and got to talk with an engineer
about the dump.  I called back the next morning and got told the call didn't
exist and a lot more "I'm sorry, but the system crashed" - they created a new
ID and re-took down the details, later I got called back on this one by the
same engineer.  Turned out the SA was a known problem involving file system
resources, it occured just as our overnight backup job was shutting down
other jobs and session, turning off Desk, etc. in preparation for doing the
store. There is a beta patch for the problem that we'll install next week
and see.
 
I don't know the nature of the "system problems" the RC was having, but
losing track of a "down system" call and then losing the call record
all-together seems to me to be *problem*!  Suppose I was waiting on the call
back before restarting the system? Will the call record show that it took 6
hours to get a call back (and that only after my 2nd call in)? Isn't the RC a
mission-critical function for HP Support? The combination of problems is
particularly bothersome!
 
Dare I add: Why don't they use MPE/iX with TurboImage for the call tracking
system? (If I'm wrong, let me know, but I understand that it is a HPUX system.)
 
With shaken faith in HP,
r.g.
 
--
-- - - - Speaking for myself and not necessarily anybody else - - - - - -
Richard Gambrell        | Internet: [log in to unmask]
Mgr. Tech. Services     | POT:      504-483-7454     FAX: 504-482-1561
Xavier University of LA | Smail:    7325 Palmetto, New Orleans, LA 70125