I just took a look at the Tivoli Customer Support website
(www.tivoli.support.com) where all
Netview customers, at least since the merger and V5, should be registered.
The FAQ does
contain a lot of the beginner/install information. It could certainly use
more, but it is useful
for beginners, I think. The other tab people should be checking is the
'Search Knowledge
Base' section. This will give you access to APARs, both open ones and
closed ones.
Using this proved a bit tricky. Picking the product (Netview for Unix and
NT) gave me
nothing. Entering the product number worked, and the product list is there.
Netview V5 is
5697NVW05; Netview V4 is 569714800. Choose either Open APARS or Closed
APARS.
Open will show mostly known problems with Netview V5.1. Closed will show
mostly
problems in V5.0 that were fixed in V5.1, which is, after all, a
maintenance release for 5.0.
Those that are open for V5.1 we can hope will be addressed in the upcoming
Patch that
James has been telling us to expect at the end of January (if the fix is
found by then.)
Checking closed APARS for V4 will tell you what PTF contained the fix for
the problem.
Reading IBM APARs can be a bit of an art, but finding a problem description
(or NOT
finding one) can tell you quite a bit.
Now to my point: Providing defect information and and basic install/how-to
tips are
things the vendor must do, and Tivoli and IBM are doing that via the
Customer
Support web site. Please send your suggestions for improving that site to
netview@tivoli.com. I mean it. There is a real person behind that email
address.
(Maybe it could use links to the listserver archives...?)
But the public listserver is another kind of thing althogether. I think it
is a good thing
that it is unfettered by vendor ownership. No?
Cordially,
Leslie A. Clark
IBM Global Services - Systems Mgmt & Networking
(248) 552-4968 Voicemail, Fax, Pager
Cisco has lately got the best support award in Datacom magazine, it was
also
quoted in some other locations as best support, most of this is due to the
high
level of information available through their web site.
Cisco saved a lot of help desk personal because of this as a lot of
questions
are answered on the web without opening calls in Cisco.
are you guys in Tivoly tired of getting asked the same questions over and
over ?
probably yes and some recent letters here asking people to not write
directly to
support personal but to the group so anyone can see show this.
The next logical step is for Tivoly/IBM support to host this service and
also
supply all the other parts of a decent web support -
* indexed repository enabling searches on past questions
* case studies
* success stories
* general FAQs and information
et'c et'c.
This is not a favor for the rest of us by Tivoly but rather a favor for
their
own support organization and a good sales booster.
This is my 10c on the subject so to speak.
Omer Ben-Shalom
Network Analyst
Intel Fab18
(not speaking for Intel and the rest of the normal disclaimers)
______________________________ Reply Separator
_________________________________
Subject: Re: NV-L Needs a New Home by the End of February
Author: "Dan Cox" [SMTP:dcox@LEXMARK.COM] at MSXGATE
Date: 12/21/98 5:36 AM
I think someone should tell tivoli or ibm to pick up the tab on this one.
I
think they should
buy the server and put it on there. They could provide a much better
service
than anyone
else considering that they can get discount prices on servers. They also
have
huge internet
connections. What does everyone else think.
JGiuliotti%MFS.COM@interlock.lexmark.com on 12/18/98 09:51:30 PM
Please respond to NV-L%ucsbvm.ucsb.edu@interlock.lexmark.com
To: NV-L%ucsbvm.ucsb.edu@interlock.lexmark.com
cc: (bcc: Dan Cox/Lex/Lexmark)
Subject: Re: NV-L Needs a New Home by the End of February
OH NO!
Please can someone continue this? It is my only light in a never ending
fog!
J.P. Giuliotti - Massachusetts Financial Services
(617) 954-5684
JPG@MFS.COM
-----Original Message-----
From: Dwight McCann [SMTP:dwight@TRIXIE.UCSB.EDU]
Sent: Friday, December 18, 1998 6:05 PM
To: NV-L@UCSBVM.UCSB.EDU
Subject: NV-L Needs a New Home by the End of February
Importance: Low
The NV-L list needs a new home. My department has not used NetView
for
several years but has continued to maintain NV-L as a public
service.
The VM mainframe host on which NV-L is housed is slated to be
decommissioned. We do not plan to provide NV-L with a new home.
If
you can host NV-L, please let me know directly as I do not monitor
or
review the list.
--
Dwight M. McCann
Phone: 805-893-3113
FAX: 805-571-2606
mailto:dwight@trixie.ucsb.edu
http://borg.ucsb.edu/dmm/html/startframe.html
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