[sims] SupportNet and Helpdesk discussion

[creese]

Said or implied. You can't have it both ways. My point as your bias will not allow you to understand is.............. all my examples are as bad as each other. i am for the record no fan of Microsoft or Capita but I use both to the best of my abilities and mostly just get on with it. I do feel more confident that if I complain to Capita or ask for a change I will get it if it is a reasonable request.

 

I really am out now.

[localzuk]

They just thought they would try something different, they failed, if you ask me.

 

Actually I can have both 'implied' and 'said'. As in that paragraph you both implied that MS didn't do things per requests (ie. 'who asked for them?') and then said the above - a direct statement that MS just did things of their own accord.

 

You can say that you're out all you wish, but saying so doesn't mean anything in a discussion.

 

The simple fact remains - SupportNet is a mess. There is now a long list of issues with the site listed on this thread and across the site.

[Sivadam]

Actually I can have both 'implied' and 'said'. As in that paragraph you both implied that MS didn't do things per requests (ie. 'who asked for them?') and then said the above - a direct statement that MS just did things of their own accord.

 

You can say that you're out all you wish, but saying so doesn't mean anything in a discussion.

 

The simple fact remains - SupportNet is a mess. There is now a long list of issues with the site listed on this thread and across the site.

 

Creese may be out but Sivadam is back in! Now back from (part)day out with drandaughter so could not support Creese earlier!

 

localzuk,

I think that you are just the right person to start and attend Capita SIMS Software meetings, UAT Meetings and Field Trials. You obviously know exactly what is wrong with Capita and SIMS and SupportNet. You would be invaluable in pointing out what was wrong. And maybe you would be very surprised when Capita Staff actually listened to your well reasoned arguments. All the SIMS problems would obviously then be solved in no time at all ........... I'll no doubt see you at some of those meetings and we could share a drink or two (coffee of course!)!

 

All this started from a post that was not easy to find solutions to because SupportNet is no good? Ok. Go to Solution Search, Type in the phrase 'Reason 0' obviously ensuring you are looking for a SIMS.net solution. The KB I referred to jumps up and hits you in the face. Nowt could be easier than that! 30 seconds work maybe? Yes Ok! - I know that then you have to work through all the Options on the KB - but shouldn't a knowledgable Technical SIMS user know all that anyway?

Edited July 24, 2010 by Sivadam

[creese]

Creese may be out be Sivadam is back in! Now back from (part)day out with drandaughter so could not support Creese earlier!

 

localzuk,

I think that you are just the right pesrson to start and attend Capita SIMS Software meetings, UAT Meetings and Field Trials. You obviously to know exactly what is wrong with Capita and SIMS and SupportNet. You would be invaluable in pointing out what was wrong. And maybe you would be very surprised when Capita Staff actually listened to your well reasoned arguments. All the SIMS problems would obviously then be solved in no time at all ........... I'll no doubt see you at some of those meetings and we could share a drink or two (coffee of course!)!

 

Just popped back in to say, I wouldn't hold your breath.

[Sivadam]

I ain't!

LOL!

[Domino]

Look, here's the issue as I see it.

 

A great many users on edugeek find supportnet hard to use and the search function unreliable (I would include myself in that, but haven't used it in a few years)

 

A couple of users may disagree, and in all honesty - great for you, I'm sure once you can find your way round you can sink your teeth into it. However, just stating that users on this site are wrong and that supportnet's amazing and there isn't anything wrong with the search is hardly constructive. or helpful.

 

There's a lot of SIMS knowledge within our userbase, granted it may not be as heavily into profiles or timetable config, but then again for the most part we're sysadmins - and those kind of jobs are usually taken by a SIMS admin or timetabler or similar.

 

So, people who have had trouble with supportnet come here seeking advice - what exactly is wrong with that?

[Sivadam]

Absolutely nothing!

 

What is a problem is those that attack MIS systems when they do not really understand how to use the software. That just gets the backs up of those that may well be the very people who can offer help!

 

If you can't find help on SupportNet then this Forum is of great value. There are experts here in all fields. So why upset them with some of the comments that appear. If you want help then just ask!

 

If you have not used SupportNet for years then give that a go again as well! My post earlier demonstrated how easy it was to get the solutions to the original question that was posed, which caused all this discussion.

Edited July 24, 2010 by Sivadam

[Jeremy69]

I think that you are just the right person to start and attend Capita SIMS Software meetings, UAT Meetings and Field Trials

 

Only if there is a drug to remove prejudice and pre-conception first.

 

A couple of users may disagree

 

Make that three. Probably rather more. To say it's quite difficult but I haven't used it for years seems a bit blinkered.

Of course people should find support wherever they can if they view it to be authoritative and helpful.

 

I think there were three times when I found a supportnet solution deficient in some way and when it was pointed out and accepted it was corrected.

The forums had, for the most part, people who were keen to help resolve others problems if they could including some who contribute here also.

So no supportnet is not perfect but it is the main way of getting online support (more comprehensive than this forum) so get inside the tent and make it better if you view it to be deficient.

[Domino]

 

Make that three. Probably rather more. To say it's quite difficult but I haven't used it for years seems a bit blinkered.

Of course people should find support wherever they can if they view it to be authoritative and helpful.

 

The reason I haven't used it for years is because i no longer work within a school.....

[vikpaw]

The reason I haven't used it for years is because i no longer work within a school.....

 

Good point

EduGeek allows experts who don't/can't have access to SupportNet to still share their knowledge, like Domino and GREED.

[Jeremy69]

The reason I haven't used it for years is because i no longer work within a school.....

 

Fair point but perhaps it has changed since you last used it? I think I recall installing an upgrade from 63 floppies once(and if number 62 failed you weren't well placed) but it has moved on from there

[matt40k]

I think a forum's a terrible way to get support, it's designed to get ideas etc, anyway, more help is better then less.

 

SupportNet is free, it's worth a look and at least it's a good way to log a call

[creese]

Good point

EduGeek allows experts who don't/can't have access to SupportNet to still share their knowledge, like Domino and GREED.

 

SIMSwise, surely if someone has been out of SIMS for 'years' their knowledge is old knowledge. SIMS has changed a great deal in the last couple of years. I am dealing with quite different problems now compared to even 2 years ago.

[Domino]

Fair point but perhaps it has changed since you last used it? I think I recall installing an upgrade from 63 floppies once(and if number 62 failed you weren't well placed) but it has moved on from there

 

Really, you installed supportnet from floppies? as that's what this discussion is about..

 

SIMSwise, surely if someone has been out of SIMS for 'years' their knowledge is old knowledge. SIMS has changed a great deal in the last couple of years. I am dealing with quite different problems now compared to even 2 years ago.

 

I'm not arguing that point, read my post again, I'm not saying "ALL LISTEN TO ME!" I'm saying whys it a problem if people wanna use Edugeek?

[creese]

No need to shout, I've had a hearing test apart from that fact i wasn't replying to your post.

[Sivadam]

SIMSwise, surely if someone has been out of SIMS for 'years' their knowledge is old knowledge. SIMS has changed a great deal in the last couple of years. I am dealing with quite different problems now compared to even 2 years ago.

 

I totally agree.

I have respect for many ex-users of SIMS as I know them personally. However, if somebody does not have access to SupportNet then it obviously means that they no longer work with SIMS. The longer that period of non-SIMS usage is then the more 'unsafe' any advice from those people becomes.

Maybe that is why we get so much misiniformation and unfair comments about MIS Systems on these Forums!

I would not want anybody to follow any advice from anybody who no longer works with SIMS! Maybe this forum should serve as a warning to new users!

[vikpaw]

SIMSwise, surely if someone has been out of SIMS for 'years' their knowledge is old knowledge. SIMS has changed a great deal in the last couple of years. I am dealing with quite different problems now compared to even 2 years ago.

 

I totally agree.

I have respect for many ex-users of SIMS as I know them personally. However, if somebody does not have access to SupportNet then it obviously means that they no longer work with SIMS. The longer that period of non-SIMS usage is then the more 'unsafe' any advice from those people becomes.

Maybe that is why we get so much misiniformation and unfair comments about MIS Systems on these Forums!

I would not want anybody to follow any advice from anybody who no longer works with SIMS! Maybe this forum should serve as a warning to new users!

 

Though the principles are still the same, the age old errors still come up, e.g. Reason 0. and the poll shows, that some 18% of people don't have access to SupportNet anyway.

 

I'm not trying to say EG is better than SupportNet or that it should be used first, i'm just saying that there's nothing wrong in coming here for a discussion. Being told off and 're-educated' for doing so is just denigrating the users and the forum.

 

The issues lie with successful marketing of SupportNet, making the interface easier as per the survey they did a while back, and abolishing the blocks to using it.

[Sivadam]

Every single SIMS user in the whole universe has access to SupportNet!

They only have to register - as I have posted before!

One of the options on the Poll is completely misleading!

 

And the forums would not need denigrating if they were 'moderated' correctly! No doubt this post will now get 'moderated' just as some others have when I have criticised the Forums. Yet the original posts that sometimes cause the initial offence are usually ignored!

Edited July 26, 2010 by Sivadam

[MattMitchell]

I phoned capita, asked for access and told them where I work, and they set me up - has anyone been refused when asking capita?

[Sivadam]

You don't even have to do that.

You can register at the login page!

(Link posted earlier!)

[creese]

Just searched Edugeek for reason 0 - 5 minutes later searching 8 pages of threads all I found was the post from last week, including arguements false info/understandings.

SupportNet - less than a minute with all solutions and causes listed. 10 minutes to work through them...... a working system

 

Where would you go first?

 

And a postscript, I have heard nothing from the OP of the aforementioned thread. I wonder what that suggests.

[Sivadam]

Nice one Creese!

I wonder if we are starting to get through............

Nah - the fog is too thick in here!

[vikpaw]

Every single SIMS user in the whole universe has access to SupportNet!

They only have to register - as I have posted before!

One of the options on the Poll is completely misleading!

 

And the forums would not need denigrating if they were 'moderated' correctly! No doubt this post will now get 'moderated' just as some others have when I have criticised the Forums. Yet the original posts that cause the initial offence are usually ignored!

 

I spent years at a school, with access to local Support and knew nothing of SupportNet. Never told about it. So even if i'm allowed, i may not know that i am. Either way if it's a false assumption, it is the case and people don't use it because of that. hence i say marketing is needed.

 

Members should not be denigrating vigilante style, if offence is caused then report it so it can be moderated, if you choose to do your own thing then you may be subject to moderation (quite rightly). If you have a problem with moderation then report it to an admin, there's no need to make a song and dance about it publicly all the time.

[creese]

I spent years at a school, with access to local Support and knew nothing of SupportNet. Never told about it. So even if i'm allowed, i may not know that i am. Either way if it's a false assumption, it is the case and people don't use it because of that. hence i say marketing is needed.

 

Google???

[vikpaw]

Just searched Edugeek for reason 0 - 5 minutes later searching 8 pages of threads all I found was the post from last week, including arguements false info/understandings.

SupportNet - less than a minute with all solutions and causes listed. 10 minutes to work through them...... a working system

 

Where would you go first?

 

And a postscript, I have heard nothing from the OP of the aforementioned thread. I wonder what that suggests.

 

Maybe the OP got scared off by the arguing, and the fact the thread was taking massively off topic not once but twice.

 

I would go to SupportNet first. Of course, as would anyone that knows. That is not the issue here.

 

If the OP doesn't know, then they should be told but it doesn't have to be in the form of a public shaming. The issue for reason 0 was solved for the user by info from SupportNet, all that was needed was a simple citation.