Remedy says there is a bug in Remedy Web, but here is the answer from
support:
----
After some research here I have found out that the best way of escalating
this bug would be to contact your Remedy Sales Representative.

Therefore I have put this ticket back into a status of 'Open Bug' so that I
can keep you informed of any changes and you can track the process yourself
over the web.

In the meantime I hope that you are successful in contacting your Sales
Representative. Please let me know if you have any problems.
----


Why should I escalate this bug? Is not this a job for support?

--
Jarl Groneng
jarl@nextra.com

Could there be something political and/or financial involved with escalating
a bug? Why else would they ask the sales staff to get involved? Isn't that
what escalation managers are for? Perhaps the tech is just a tad
undertrained?

Also, support said that I had to create an ER the other day, something I
would think they could easily have done right from the already open ticket
referencing the same issue. OH WAIT! I'm thinking of how MOST of us build
our applications, which, we have found, is not necessarily how Remedy uses
their own product. (grrrrrr...)

BTW, what's the bug?

Rick Cook
Remedy Consultant
Herrick Douglass Technology Development

----- Original Message -----
From: "Jarl Groneng"
To:
Sent: Tuesday, January 16, 2001 7:39 AM
Subject: Bug in Remedy Web


> **
>
> Remedy says there is a bug in Remedy Web, but here is the answer from
> support:
> ----
> After some research here I have found out that the best way of escalating
> this bug would be to contact your Remedy Sales Representative.
>
> Therefore I have put this ticket back into a status of 'Open Bug' so that
I
> can keep you informed of any changes and you can track the process
yourself
> over the web.
>
> In the meantime I hope that you are successful in contacting your Sales
> Representative. Please let me know if you have any problems.
> ----
>
>
> Why should I escalate this bug? Is not this a job for support?
>
> --
> Jarl Groneng
> jarl@nextra.com
>
>
>

>

bug id SW00079902
--
I have now found that the reason why your form will not open in RemedyWeb
and gives the java.lang.NullPointerException is that it contains Page fields
with hidden pages that contain shared fields. It seems that this causes the
problem for RemedyWeb.


--
Jarl Groneng
jarl@nextra.com

> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:ARSLIST@LISTSERV.VISTAIT.COM]On Behalf Of Rick Cook
> Sent: 16. januar 2001 16:55
> To: ARSLIST@LISTSERV.VISTAIT.COM
> Subject: Re: Bug in Remedy Web
>
>
> **
>
> Could there be something political and/or financial involved with
> escalating
> a bug? Why else would they ask the sales staff to get involved?
> Isn't that
> what escalation managers are for? Perhaps the tech is just a tad
> undertrained?
>
> Also, support said that I had to create an ER the other day, something I
> would think they could easily have done right from the already open ticket
> referencing the same issue. OH WAIT! I'm thinking of how MOST
> of us build
> our applications, which, we have found, is not necessarily how Remedy uses
> their own product. (grrrrrr...)
>
> BTW, what's the bug?
>
> Rick Cook
> Remedy Consultant
> Herrick Douglass Technology Development
>
> ----- Original Message -----
> From: "Jarl Groneng"
> To:
> Sent: Tuesday, January 16, 2001 7:39 AM
> Subject: Bug in Remedy Web
>
>
> > **
> >
> > Remedy says there is a bug in Remedy Web, but here is the answer from
> > support:
> > ----
> > After some research here I have found out that the best way of
> escalating
> > this bug would be to contact your Remedy Sales Representative.
> >
> > Therefore I have put this ticket back into a status of 'Open
> Bug' so that
> I
> > can keep you informed of any changes and you can track the process
> yourself
> > over the web.
> >
> > In the meantime I hope that you are successful in contacting your Sales
> > Representative. Please let me know if you have any problems.
> > ----
> >
> >
> > Why should I escalate this bug? Is not this a job for support?
> >
> > --
> > Jarl Groneng
> > jarl@nextra.com
> >
> >
> >
>
> >
>
>
>
>
>
>

Jarl,

Can you detail the actual bug problem for us, characteristics ...etc. ?

Regards...Gidd



-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.VISTAIT.COM]On Behalf Of Jarl Groneng
Sent: Tuesday, January 16, 2001 7:39 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Bug in Remedy Web


**

Remedy says there is a bug in Remedy Web, but here is the answer from
support:
----
After some research here I have found out that the best way of escalating
this bug would be to contact your Remedy Sales Representative.

Therefore I have put this ticket back into a status of 'Open Bug' so that I
can keep you informed of any changes and you can track the process yourself
over the web.

In the meantime I hope that you are successful in contacting your Sales
Representative. Please let me know if you have any problems.
----


Why should I escalate this bug? Is not this a job for support?

--
Jarl Groneng
jarl@nextra.com

but if you talk to your sales rep, he'll be glad to promise you that it
will be fixed in the next release"
my own experience has been that you're better off trying to find some
way around the bug rather than waiting (and waiting, and waiting) for
the fix.

Jarl Groneng wrote:
>
> **
>
> Remedy says there is a bug in Remedy Web, but here is the answer from
> support:
> ----
> After some research here I have found out that the best way of escalating
> this bug would be to contact your Remedy Sales Representative.
>
> Therefore I have put this ticket back into a status of 'Open Bug' so that I
> can keep you informed of any changes and you can track the process yourself
> over the web.
>
> In the meantime I hope that you are successful in contacting your Sales
> Representative. Please let me know if you have any problems.
> ----
>
> Why should I escalate this bug? Is not this a job for support?
>
> --
> Jarl Groneng
> jarl@nextra.com
>
>
>

You've right. Waiting for next release can take months.

Another problem is the UNIX User Tool, is's so slow if I use the workaround,
and my users want use the system....
--
Jarl Groneng
jarl@nextra.com

----- Original Message -----
From: "Ken Paris"
To:
Sent: Tuesday, January 16, 2001 5:06 PM
Subject: Re: Bug in Remedy Web


> i have found this response to be a method of saying "we can't help you,
> but if you talk to your sales rep, he'll be glad to promise you that it
> will be fixed in the next release"
> my own experience has been that you're better off trying to find some
> way around the bug rather than waiting (and waiting, and waiting) for
> the fix.
>
> Jarl Groneng wrote:
> >
> > **
> >
> > Remedy says there is a bug in Remedy Web, but here is the answer from
> > support:
> > ----
> > After some research here I have found out that the best way of
escalating
> > this bug would be to contact your Remedy Sales Representative.
> >
> > Therefore I have put this ticket back into a status of 'Open Bug' so
that I
> > can keep you informed of any changes and you can track the process
yourself
> > over the web.
> >
> > In the meantime I hope that you are successful in contacting your Sales
> > Representative. Please let me know if you have any problems.
> > ----
> >
> > Why should I escalate this bug? Is not this a job for support?
> >
> > --
> > Jarl Groneng
> > jarl@nextra.com
> >
> >
> >