One assumes you are not being very helpful.
Yes, all the time.
No, have to go through LA or other support.
Not sure what it is.
Last edited by vikpaw; 21st July 2010 at 11:40 AM.
One assumes you are not being very helpful.
Last edited by vikpaw; 21st July 2010 at 11:38 AM.
By simply posting 'look at this on supportnet' you may not actually be helping. Not to mention, where on SupportNet should he look?
Anybody using SIMS ought to know about SupportNet.
The solution search is very comprehensive and there is obviously a great depth of knowledge held by the SupportNet Forum Users.
So if anybody out there is a SIMS User then I suggest they register with SupportNet if they have not already done so!
Some Support Desks often give out information that is not helpful.
You can solve many issues before you have to register a Case with Support as the vast majority of the 'issues' have already been solved previously! (or were not, in fact, issues - just a lack of knowledge in the use of the software)
The previous manager of the SupportNet Site was very keen for users to utilise the SupportNet Features. And why would a SupportDesk want extra work when finding some solutions is so simple? One wonders if these easy solutions are required so that the Support Desks statistics look better...... (ooerr....! I'll get some stick for that one!)
And this is not intended to upset SupportDesks as, I assume, the vast majority are extremely efficient. Indeed I meet a few Support Desk personnel very regulalrly at UAT and they are extremely knowledgable individuals!
Last edited by Sivadam; 21st July 2010 at 09:09 AM.
Man... oh man. This topic has veered towards SupportNet and the service desk...
Let's face it, SupportNet isn't a particularly great website, it errors so frequently half the time I'm unable to even log a case through it - probably because it's not been updated since hmm.... 2003? The solution search function isn't particularly great and often brings up completely irrelevant results and then the KB's are often so poorly written that even I'm confused half the time.
Customers I deal with often ring up asking questions along the lines of "what does this KB actually mean?" and "do I have to do this?" after having seen these KB's. I know many LA's are also thinking the same thing a lot of the time as I've even had calls from them simply to "rant about X KB".
Support Desk stats, hmmm... maybe although that does raise an interesting question... if you were on a service desk, how many cases would you expect one person to resolve and then close in a day?
If it is a real issue with the Software then the Case may not be solved for Years.
I have just had a Case Resolved that was opened in May 2008 re. B2B Personnel! I am cheating really as the problem was related to the import into the LA One System. The export form SIMS has worked since we were first involved in the Pilot of this way back before May 2008!
Are we supposed to be encouraged to use SupportNet by the fact that it's taken over 2 years for your case to be resolved?
Sivadam, you constantly bang on about SupportNet on these forums, you're sarcastic and sometimes rude to people who are just looking for a little help, how about you provide some help or just don't bother posting? At least post a link to the area in SupportNet you think will be helpful!
Last edited by LosOjos; 21st July 2010 at 10:40 AM.
rh91uk (22nd July 2010)
I think we have to be realistic.
SIMS inherited systems like T4 which were not their own, they had to integrate them into the software they had developed. Having spoken to a chap who has used it since it's early beginnings he said it grew far quicker than they could have envisaged and it was hack n slash'd together with school requirements.
That's not to say i'm defending them but we all use/have used Windows XP which has had patches & fixes continually released for years, no matter how much QA is given and UAT with the testing groups things slip through the net... that's a given as things crop up.
When a change is made that seems blindingly obvious to us but takes months to roll out it's likely they have to test on a bunch of operating systems with different scenarios. However... it doesn't always look that way from experience with some of the patches put on but we have to bear in mind that any changes done affect potentially gigs of data... but of course, we all have robust backup plans.
That said, they really need to improve the support site and the errors given - they need to be more verbose as sometimes it might be something fixable by us rather than logging a call with Capita.
Just to add... SIMS error 0 for me a few days ago was that the mapped drive had gone funky on the local machine.
Last edited by dwhyte85; 21st July 2010 at 10:44 AM.
I was simply responding to a question that was posed before that response that you refer to.
How can you extrapolate that answer to this new question? It simply has no relevance!
I will also leave this thread now. Then nobody can be rude back to me and I won't be rude to anybody else. Apologies to anybody that is upset about my comments - which always endevour to correct the misinformation which has suddenly started re-appearing in these Forums. I thought it had died down a little. But .... it obviously hasn't.
If anybody else wants my help then they know where I can be found! I know that my help is well apprecaited by most!
Last edited by Sivadam; 21st July 2010 at 10:58 AM.
i think this thread needs splitting again.
to search for a KB, when you go to solution search there is a link on the right for KB and then you can input a number, that in my opinion is the only bit that works well. But you have to know what you are looking for.
When you receive an email from Capita with a link to 'your solution' or to a KB, that link doesn't work most of the time as it's referenced wrong, i've reported this but nothing changes.
Last edited by vikpaw; 21st July 2010 at 10:45 AM.
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