[sims] SupportNet and Helpdesk discussion

[Sivadam]

We are running sims in our school ....... but the problem is we keep on getting this reason 0 does anyone know what it mean please we are kind of confussed now

 

One assumes you had checked KB72254 from SupportNet before posting to this thread??

 

 

And

Well done Creese!

 

ADMINISTRATIVE NOTE

This post was copied here from another thread regarding the reason 0 error as it went off topic.

Edited July 21, 2010 by vikpaw

[RingOfFlame]

One assumes you are not being very helpful. Edited July 21, 2010 by vikpaw

[creese]

One assumes you are not being very helpful.

 

Not something that should be aimes at Sivadam. His assumption is correct. Reason 0 is the easiest error to solve any support team should deal with this in very little time. I have given the OP a list of things to try. If I had remote access It would be workking by now.

[localzuk]

One assumes you had checked KB72254 from SupportNet before posting to this thread??

 

Sivadam, that response is pretty obstructive. Does this user know about SupportNet? Do they have an account on there? If not, do their LEA allow them to have an account on there? If they reported this to their LEA support team, do the support team usually have a timely response?

 

By simply posting 'look at this on supportnet' you may not actually be helping. Not to mention, where on SupportNet should he look?

[Sivadam]

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!

SupportNet

[localzuk]

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!

SupportNet

 

What about overcoming the 'our LEA doesn't want us on SupportNet' problem that has come up on a few occasions on here?

[creese]

What about overcoming the 'our LEA doesn't want us on SupportNet' problem that has come up on a few occasions on here?

 

That depends how good your LA is. If for instance the OP has been been to his LA support and the problem has not been fixed, they have a good reason to be on Supportnet. If on the other hand the LA support would be willing to pull all the stops out to get it fixed, there is no need to be on Supportnet. In my opinion.

[Sivadam]

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!

Edited July 21, 2010 by Sivadam

[Sarconia]

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?

[Sivadam]

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?

 

That would obviously depend on the type of requests. Any Helpdesk that is requiring users to log calls (when it is extremely simple to look them up on SupportNet Solution Search, or use a basic knowledge of how SIMS works) then very, very many in one 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!

[LosOjos]

That would obviously depend on the type of requests. Any Helpdesk that is requiring users to log calls (when it is extremely simple to look them up on SupportNet Solution Search, or use a basic knowledge of how SIMS works) then very, very many in one 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!

 

Extremely simple to look them up on SupportNet? I get a lot of irrelevant results when I try and find anything on SupportNet. And how do you look up a specific KB number? As far as I can see, unless you click the link in the error dialog when the error occurs, you ain't finding it again.

 

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!

Edited July 21, 2010 by LosOjos

[dwhyte85]

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.

Edited July 21, 2010 by dwhyte85

[Sivadam]

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?

 

Isn't it strange how words can be twisted?

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!

Edited July 21, 2010 by Sivadam

[vikpaw]

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.

Edited July 21, 2010 by vikpaw

[Sarconia]

That would obviously depend on the type of requests.

 

Indeed, maybe I should have been more specific as I generally meant all kinds of requests (you never know what the customer will ring up about) across all modules of SIMS.net.

 

If it is a real issue with the Software then the Case may not be solved for Years.

 

B2B = Utter filth! but years... to resolve a case... I think that's a bit too long really.

[Sivadam]

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.

 

Guess who originated from a Nova DOS grounding! And when Nova became windows based SIMS was still working in DOS. Now there really were issues then!

 

As for Testing - maybe some of you should volunteer! Would you reject a new Software Innovation because some of it does not work to your satisfaction? Or would you approve it on the grounds that it does something that was not in the functionality before and hope that your ERs or CRs were approved later?

 

Sorry for the extra post - I am responding to one that was already on the system before my previous one.

Edited July 21, 2010 by Sivadam

[vikpaw]

This is how i see things so far:

 

Maybe somebody should cream off the incorrect statements that appear on here.

 

What is good for the goose is good for the gander!

 

This statement wasn't helpful to the thread after it had already been derailed and split once.

 

One assumes you had checked KB72254 from SupportNet before posting to this thread??

 

And

Well done Creese!

 

This post of yours started the derailment of the thread for the 2nd time. Again, not helpful at this point. If that had been your first post it would have been great, but your entry to the thread was simply to pass comment on what others say.

 

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)

 

Does this apply to the Capita Helpdesk, where it appears the message about SQL 2008 R2 being supported (another thread!) originated. Maybe the Capita helpdesk should use SupportNet more!

 

Isn't it strange how words can be twisted?

I was simply responding to your question that you posed before that response that you refer to.

How can you extrapolate that answer to your next 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!

 

There is no need for rudeness from anyone. But you cannot keep driving things off topic, just because you disagree with someone's opinion that SIMs is no good. If we stick to just resolving problems, no matter where they originate from or what the feelings of the poster are, they'd be no need for this periodic debacle.

 

So what if everybody hates SIMS. Point people in the direction of a solution and they will learn to appreciate how good and powerful it is [over time]. Try to 'correct' what people say and shun their opinions and you will just make them think that the constant furore around SIMS must mean there is something wrong with it.

 

..Sorry for the extra post - I am responding to one that was already on the system before my previous one.

 

Does saying you'll leave the thread only count if you get the last word?!

 

Mod hat on: I'm going to take the pruning shears out now and split this off into another thread.

[vikpaw]

Added a poll to see how many use SupportNet, presumably most of us here, but interested to see those that don't, or are told not to.

[pete]

I use SupportNet and the SIMS helldesk, usually before I post on here - we're a single site, supported directly. If I'm posting on here it's because it's a crossover issue and/or SupportNet is vague or it's a niche SIMS module.

 

If it's a mainstream module, the answer (or confirmation that it's truly broken) is on SupportNet or can be confirmed quickly by opening a case. If it's a minor module we often wait a long time for a response with no guarantee that it'll actually fix our problem.

 

The goodwill generated by the speed of response (IME) to issues with mainstream modules is currently being eroded by the poor support in the minor modules.

[Sivadam]

This is how i see things so far:

 

 

 

This statement wasn't helpful to the thread after it had already been derailed and split once.

 

 

 

This post of yours started the derailment of the thread for the 2nd time. Again, not helpful at this point. If that had been your first post it would have been great, but your entry to the thread was simply to pass comment on what others say.

 

 

 

Does this apply to the Capita Helpdesk, where it appears the message about SQL 2008 R2 being supported (another thread!) originated. Maybe the Capita helpdesk should use SupportNet more!

 

 

 

There is no need for rudeness from anyone. But you cannot keep driving things off topic, just because you disagree with someone's opinion that SIMs is no good. If we stick to just resolving problems, no matter where they originate from or what the feelings of the poster are, they'd be no need for this periodic debacle.

 

So what if everybody hates SIMS. Point people in the direction of a solution and they will learn to appreciate how good and powerful it is [over time]. Try to 'correct' what people say and shun their opinions and you will just make them think that the constant furore around SIMS must mean there is something wrong with it.

 

 

 

Does saying you'll leave the thread only count if you get the last word?!

 

Mod hat on: I'm going to take the pruning shears out now and split this off into another thread.

 

 

 

Hmm............

 

Yet another different thread that needs responding to.....

 

And no reference whatsoever to users that were 'rude' to me - seems like a very, very biased thread indeed!

And 'rude' would not appear to have been used according to the definition as used in the Oxford English Dictionary!

Or, if it is, then all instances of 'rudeness' should have been highlighted - not just my own!

 

There will be a response but I will totally ignore it now! I have said my piece!

 

However, maybe some of you silent readers maybe ought to start contributing in the way I have done (and will continue to do until I receive a 'ban') - after merely 'listening' to some of the topics posted here for a considerable number of years.

Edited July 21, 2010 by Sivadam

[localzuk]

Hmm............

 

Yet another different thread to needs responding to.....

 

And no reference whatsoever to users that were 'rude' to me - seems like a very, very biased thread indeed!

And 'rude' would not appear to have been used according to the definition as used in the Oxford English Dictionary!

Or if it is then all instances of 'rudeness' should have been highlighted!

 

There will be a response but I will totally ignore it now!

However, maybe some of you silent readers ought to start contributing in the way I have done (and will continue to do until I receive a 'ban') - after merely 'listening' to some of the topics posted here for a considerable number of years.

 

Yes, there will be a response - and that is that you are simply ignoring the arguments others are posting. You are standing firm and fast in your corner and saying 'this is the TRUTH and i'm sticking to it', rather than looking at the situation as a 'this is not a black and white situation, there are a billion shades of grey'.

[LosOjos]

Hmm............

 

Yet another different thread that needs responding to.....

 

And no reference whatsoever to users that were 'rude' to me - seems like a very, very biased thread indeed!

And 'rude' would not appear to have been used according to the definition as used in the Oxford English Dictionary!

Or, if it is, then all instances of 'rudeness' should have been highlighted - not just my own!

 

There will be a response but I will totally ignore it now! I have said my piece!

 

However, maybe some of you silent readers maybe ought to start contributing in the way I have done (and will continue to do until I receive a 'ban') - after merely 'listening' to some of the topics posted here for a considerable number of years.

 

Considering 99% of your posts are to encourage users away from this site and shamelessly promote SupportNet, I think you're lucky you haven't been banned for unauthorised advertising myself.

 

Just out of curiosity, do you get anything in return for constantly claiming that SIMS is absolutely fabulous, flawless and perfect?

[Sivadam]

Yes.

 

Excellent Support. Then again I am always methodical with my Case Logging on SupportNet - explaining the issue fully, the KBs I have tried and any workrounds that I have created to resolve the issue before I log it!

A sympathetic ear when I complain that something is wrong! And Yes! They do listen!

Invites to UAT Testing. Don't blame me though if something gets thro' that you do not like - I do my best to help ensure the functionality is at an optimum.

Particiaption in Field Trials. Currently, SOLUS3 Part B - and another 'biggie' next term!

Appreciation by Capitaes Product Managers and other Senior Staff at Capitaes.

Respect by many users of SIMS around the country - via SupportNet, Emails, Phone calls and Visits!

 

....and probably many more that I cannot think of at the moment, but all of which produce more work for me, much of which I do in my own unpaid time, but which help to make our System the efficient system that I think it is!

 

If you think I gain anything 'monetary' or any 'Freebies' then think again. It actually costs me money because I do not even claim from the school for expenses to travel down to Bedford! Yes! I am MAD - both by name and by nature! (But I am also one of the 'Old school'!)

Edited July 21, 2010 by Sivadam

[Sarconia]

Just out of curiosity, do you get anything in return for constantly claiming that SIMS is absolutely fabulous, flawless and perfect?

 

I have wondered that but the answer is obviously no as Capita/SIMS are extreme stingebags.

[LosOjos]

If you think I gain anything 'monetary' or any 'Freebies' then think again. It actually costs me money because I do not even claim from the school for expenses to travel down to Bedford! Yes - I am MAD - both by name and by nature!

 

I have to agree, madness! I won't get out of bed for less than a cuppa!

 

OK well I have to respect you for that, you obviously feel very strongly for SIMS.