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kjhurni
22-Jun-2015, 19:16
Hello,

SR #10957550911

I believe I've updated it last Thursday and again on Friday and again
today. No answer/feedback yet. I'm not sure if the technician is
waiting on another team for analysis or what, but we kinda need to get
the product working again.

Thank you


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mradford
23-Jun-2015, 02:26
Hey, just saw this, can you tell me the product? I am remote, so cannot
check Sr number. Thanks!


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kjhurni
23-Jun-2015, 14:56
mradford;2398253 Wrote:
> Hey, just saw this, can you tell me the product? I am remote, so cannot
> check Sr number. Thanks!

Hi Mike,
Currently the SR is with the NAM Team, but it involves the IDM UA where
it's rejecting the SAML assertion that NAM Sends (in the SR system, when
you select NAM, there's a subsection specifically for NAM/UserApp).

I'm guessing it's one of the cases where 2 NetIQ products weren't
well-tested against each other/interoperability. At least in the past
that's what we've experience.

Thank you.


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kjhurni
25-Jun-2015, 15:16
kjhurni;2398335 Wrote:
> Hi Mike,
> Currently the SR is with the NAM Team, but it involves the IDM UA where
> it's rejecting the SAML assertion that NAM Sends (in the SR system, when
> you select NAM, there's a subsection specifically for NAM/UserApp).
>
> I'm guessing it's one of the cases where 2 NetIQ products weren't
> well-tested against each other/interoperability. At least in the past
> that's what we've experience.
>
> Thank you.

Hi Mike,

I did get my clustering issue escalated, thank you.

But I'm still not hearing/seeing anything on this SR (in this thread).
Going on a week with zero response from NetIQ.

Thanks!


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mradford
25-Jun-2015, 15:16
I understand we are talking to you now on both issues correct?

Thanks Kevin

Mike

kjhurni;2398215 Wrote:
> Hello,
>
> SR #10957550911
>
> I believe I've updated it last Thursday and again on Friday and again
> today. No answer/feedback yet. I'm not sure if the technician is
> waiting on another team for analysis or what, but we kinda need to get
> the product working again.
>
> Thank you


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kjhurni
25-Jun-2015, 15:56
mradford;2398596 Wrote:
> I understand we are talking to you now on both issues correct?
>
> Thanks Kevin
>
> Mike

Hi MIke,

Only the one SR has had any work on it. (the clustering SR)

SR# 10957550911 (NAM SSO into IDM UA stopped working after NAM upgrade),
I've not received any phone call/email/etc in almost a week.

Thanks!


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kjhurni
30-Jun-2015, 14:46
mradford;2398596 Wrote:
> I understand we are talking to you now on both issues correct?
>
> Thanks Kevin
>
> Mike


Hi Mike,

SR #10957550911 (the NAM SSO to IDM UA) is still not progressing. The
last communication we have from NetIQ is on June 17th. Almost 2 weeks
ago.

I don't know what's going on with the NetIQ team, but the SR responses
lately have been atrocious.

Thank you
--Kevin


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mradford
01-Jul-2015, 22:56
It is a complex issue, and is getting worked by 2 teams. No update Kevin
due to no status change. We will get you fixed. As always, if this is
becoming critical for you, either give us a ring, or call me. I always
answer:) Mike Radford, Director Customer Care cell 801 368 3427


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kjhurni
02-Jul-2015, 14:56
mradford;2399186 Wrote:
> It is a complex issue, and is getting worked by 2 teams. No update Kevin
> due to no status change. We will get you fixed. As always, if this is
> becoming critical for you, either give us a ring, or call me. I always
> answer:) Mike Radford, Director Customer Care cell 801 368 3427

Thanks Mike!

If I might make some suggestions:

1) The SR system (at least customer facing side) has icons/status
symbols for "In Progress". If a call is actively being worked on, the
engineers should use that status setting

2) When a customer REPEATEDLY asks for a status update, or if another
team has been engaged, a simple, "Yes, we are engaging the other team"
or SOME response should be warranted.

If you look at the SR notes, you will see that I repeatedly
asked/inquired and got NO response. No email, no call, no nothing.

If someone was working on the call, they should have, at the very least,
indicated as such in the system and not left me hanging for 2 weeks.

Again, thanks for getting this moving along.

--Kevin


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