I have a number of Service requests that have been running for a long
while with no updates.
That is despite my posting requests for updates and hanging for extended
periods of time on the “chat” facility (usually in vain as no-one picks
up the chat thread).
In a couple of cases I have done extensive pre-work and built repeatable
test cases etc so there should not be any siginificant delay in getting
these issue esculated to the back line for support. If they have been
escalated, there is no sign in the SR records.
It’s probably “bad form” but here are specific SR numbers that show the
lack of customer feedback…
10891239511, 10891256291 & 10891420901
In the latter case i was able to get the SR re-assinged to a new support
tech who seemed helpful and promised to send me aun update… then…
This is very unprofessional as I too have customers and they DEMAND
regular updates to any incidents that I’m working on, so this leave me
“hanging” which reflects both badly on Me and also on the Attachmate
group of companies (Novell, NetIQ, SUSE).
All I ask is that SR’s get regularly updates, even if it’s “awaiting
backline engineer response , will update in 5 days if they do not