An ISP of their own (was RE: [rescue] Being jobless)
vraptor at promessage.com
Thu Jul 31 14:31:52 CDT 2003
On Thursday, July 31, 2003, at 12:18 PM, Jonathan C. Patschke wrote:
> Rememdy does not support anything other than Windows, to my knowlege.
Well, at least that would have forced the powers-that-be
to either buy us all windows boxes or install citrix. As
it was, we were expected to use the UNIX version *cringe*.
>> Does Remedy allow you to highlight multiple cases, making
>> you think you can do an action to all cases at once, and
>> then fail?
> Remedy will silently perform the task on one (either the first, the
> last, or one in the middle) and silently ignore the rest.
> Also, double-clicking on anything never works. It produces a "double
> clicking it not permitted in this form" or somesuch. Even if there's
> only one button around, you have to highlight the item you want to work
> with and -then- click the button.
I do think, in most cases Clarify honored double-clicks.
> Searching for tickets and assets has two modes:
> 1) Exact match on everything
> 2) Build your own damned SELECT query. BTW, we're not going to give
> you a list of field names.
Oh, I remember when we had that meeting with Clarify and their
CSE (I use the term loosely) told my Perl hacker genius friend
when he asked for a copy of the db schema, "you wouldn't under-
stand it, you're not a dba".
In Clarify, all fields are *text*, so imagine how the case order
ends up when you want to sort by case *number*.
> Oh, never mind that their "alerter" app only works on events that
> while it's running. So, if I log out to go to lunch, and a priority 1
> ticket hits my queue while I'm out, the alerter won't tell me when I
> in. So, if I don't log into the Remedy "desktop", the only thing the
> alerter will tell me later is "Your supervisor has been alerted to your
> violation of the 1-hour SLA on Priority 1 ticket #xxxxxxxxx".
Alerter, what's that? *smirk*
> Helldesk software sucks. Ubiquitously.
I would amend that to be all *commercial* helldesk software sucks.
I've heard (mildly) good things about some of the other stuff out
there (a recent conversation on BayLISA mailing list).
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