Congrats----I'm still only seeing 7.1.4 under non-AP TEC 3.9. Hopefully
James is right and Friday it will be there for sure.
-----Original Message-----
From: Shipley, Rob [mailto:rshipley@mt.gov]
Sent: Wednesday, November 08, 2006 2:42 PM
To: Tivoli NetView Discussions
Subject: RE: [NV-L] NV 7.1.5 on Passport Advantage
I just went out to my PA account and Netview 7.1.5 is available!
We purchased NetView with TEC.
Currently running the download.
Rob Shipley
ITSD/NTSB
State of Montana
-----Original Message-----
From: nv-l-bounces@lists.ca.ibm.com
[mailto:nv-l-bounces@lists.ca.ibm.com]On Behalf Of Jeff Fitzwater
Sent: Monday, November 06, 2006 9:32 AM
To: Tivoli NetView Discussions
Subject: Re: [NV-L] NV 7.1.5 on Passport Advantage
Thank you James!
IBM should be very thankful that they have someone in Technical Support
that is watching out for Marketing's problems.
Jeff Fitzwater
OIT Network Systems
Princeton University
James Shanks wrote:
Folks, I am sorry for your pain, and I wish I could do more to fix it.
Let me see if I can provide some insight that might help.
There is a huge division in IBM between marketing and development.
Passport Advantage is owned by marketing and no one in development nor
technical support has access to it. Marketing jealously guards all
customer information, just as if they were medical records. No one in
support or development can find out what you are licensed for, what
you
paid, what discounts you have gotten, anything like that, unless a
market
person gives them access or there is a special prior agreement in
place.
So when we in development send a product to Passport Advantage , it's
like
throwing it over a wall. We cannot alter what happens after that --
only
request that someone on the marketing side of the house make changes
when
they are required.
The reason those of you who cannot current find or see NetView 7.1.5
in PA
is NOT because it doesn't exist or has been withdrawn but because
according
to the IBM database that PA uses, you aren't licensed for it. What
you are
licensed for is TEC, and until the current TEC package is updated (and
the
target date for that is this Friday, November 10) PA will not show you
NetView 7.1.5, because it thinks you are not entitled to it. You know
better, I know better, but PA does not. To put it another way, this
is not
like ordering a movie from Amazon.com. You can't just search and
click on
whatever you want. You can only see what you have been licensed for
already. I hope this makes it clear what is going on.
So Jane, Jeff, and Ray, that's why you cannot download NetView 7.1.5
from
PA yet, while others can. Their customer records must be showing a
separate NetView license while yours does not. But as a technical
person I
am only guessing about that. I have no access to those records, nor
does
anyone else in support.
And Ray, that's why opening a PMR did not help. PMR's are for
technical
issues. The Level 2 guys have no direct access to marketing records
either, and they never have. I was an IBM customer for nine years
before
joining the company, and back in the day, even before there was a
Support
Center, way back in 1979, when everything was done by phone and
through
SE's, you could not get a marketing issue resolved by calling
technical
support. They would just tell you that you had to speak to your
marketing
representative. And that's why Level 2 told you that you should talk
to
the Customer Care folks. They are on the marketing side of the house,
while
Level 2 is not. Basically, that's the very same answer you would have
received almost 30 years ago.
I don't want to start a debate on the quality of IBM support. I only
want
to point out that there are some kinds of issues which they cannot
resolve
because the subject is not within their purview. Anyone may hold the
opinion that IBM Support has gone downhill in recent years, if they
think
they have reason to do so, but this incident isn't proof of that.
It's
only proof that marketing issues take longer to fix than technical
ones.
The only good news is that this issue is currently being addressed by
the
right people and should be resolved soon.
Hope this helps,
James Shanks
Level 3 Support for Tivoli NetView for UNIX and Windows
Network Availability Management
Network Management - Development
Tivoli Software, IBM Corp
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