# SR #10957550911 - needs attention **URL:** \ **Category:** Talk to a SUSE Technical Services Manager\ **Created:** [June 22, 2015, 9:16pm UTC](https://forums.suse.com/t/sr-10957550911-needs-attention/27181 "2015-06-22T21:16:02Z")\ **Posts on this page:** 9\ **Page:** 1
**Author:** ![kjhurni](https://avatars.discourse-cdn.com/v4/letter/k/8491ac/32.png) [@kjhurni](https://forums.suse.com/u/kjhurni)\ **Post date:** [June 22, 2015, 9:16pm UTC](https://forums.suse.com/t/sr-10957550911-needs-attention/27181/1 "2015-06-22T21:16:02Z")
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 ## – The opinions expressed are my own. Check out my OES2 Guides: Installing OES2 SP2: [http://www.novell.com/communities/node/11600/oes2-sp2-installation-guide](http://www.novell.com/communities/node/11600/oes2-sp2-installation-guide) Upgrading to OES2 with ID Transfer: [http://www.novell.com/communities/node/11601/oes2-sp2-migration-guide-transfer-id-scenarios](http://www.novell.com/communities/node/11601/oes2-sp2-migration-guide-transfer-id-scenarios) GroupWise Migration with OES2 ID Transfer: [http://www.novell.com/communities/node/11602/groupwise-migration-netware-oes2-sp2-transfer-id](http://www.novell.com/communities/node/11602/groupwise-migration-netware-oes2-sp2-transfer-id) kjhurni’s Profile: [https://forums.novell.com/member.php?userid=734](https://forums.novell.com/member.php?userid=734) View this thread: [https://forums.novell.com/showthread.php?t=492735](https://forums.novell.com/showthread.php?t=492735) ---
**Author:** ![mradford](https://avatars.discourse-cdn.com/v4/letter/m/6bbea6/32.png) [@mradford](https://forums.suse.com/u/mradford)\ **Post date:** [June 23, 2015, 4:26am UTC](https://forums.suse.com/t/sr-10957550911-needs-attention/27181/2 "2015-06-23T04:26:02Z")
Hey, just saw this, can you tell me the product? I am remote, so cannot check Sr number. Thanks! ## – mradford mradford’s Profile: [https://forums.novell.com/member.php?userid=44589](https://forums.novell.com/member.php?userid=44589) View this thread: [https://forums.novell.com/showthread.php?t=492735](https://forums.novell.com/showthread.php?t=492735) ---
**Author:** ![kjhurni](https://avatars.discourse-cdn.com/v4/letter/k/8491ac/32.png) [@kjhurni](https://forums.suse.com/u/kjhurni)\ **Post date:** [June 23, 2015, 4:56pm UTC](https://forums.suse.com/t/sr-10957550911-needs-attention/27181/3 "2015-06-23T16:56:02Z")
mradford;2398253 Wrote:[color=blue] > Hey, just saw this, can you tell me the product? I am remote, so cannot > check Sr number. Thanks![/color] 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. ## – The opinions expressed are my own. Check out my OES2 Guides: Installing OES2 SP2: [http://www.novell.com/communities/node/11600/oes2-sp2-installation-guide](http://www.novell.com/communities/node/11600/oes2-sp2-installation-guide) Upgrading to OES2 with ID Transfer: [http://www.novell.com/communities/node/11601/oes2-sp2-migration-guide-transfer-id-scenarios](http://www.novell.com/communities/node/11601/oes2-sp2-migration-guide-transfer-id-scenarios) GroupWise Migration with OES2 ID Transfer: [http://www.novell.com/communities/node/11602/groupwise-migration-netware-oes2-sp2-transfer-id](http://www.novell.com/communities/node/11602/groupwise-migration-netware-oes2-sp2-transfer-id) kjhurni’s Profile: [https://forums.novell.com/member.php?userid=734](https://forums.novell.com/member.php?userid=734) View this thread: [https://forums.novell.com/showthread.php?t=492735](https://forums.novell.com/showthread.php?t=492735) ---
**Author:** ![kjhurni](https://avatars.discourse-cdn.com/v4/letter/k/8491ac/32.png) [@kjhurni](https://forums.suse.com/u/kjhurni)\ **Post date:** [June 25, 2015, 5:16pm UTC](https://forums.suse.com/t/sr-10957550911-needs-attention/27181/4 "2015-06-25T17:16:01Z")
kjhurni;2398335 Wrote:[color=blue] > 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.[/color] 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! ## – The opinions expressed are my own. Check out my OES2 Guides: Installing OES2 SP2: [http://www.novell.com/communities/node/11600/oes2-sp2-installation-guide](http://www.novell.com/communities/node/11600/oes2-sp2-installation-guide) Upgrading to OES2 with ID Transfer: [http://www.novell.com/communities/node/11601/oes2-sp2-migration-guide-transfer-id-scenarios](http://www.novell.com/communities/node/11601/oes2-sp2-migration-guide-transfer-id-scenarios) GroupWise Migration with OES2 ID Transfer: [http://www.novell.com/communities/node/11602/groupwise-migration-netware-oes2-sp2-transfer-id](http://www.novell.com/communities/node/11602/groupwise-migration-netware-oes2-sp2-transfer-id) kjhurni’s Profile: [https://forums.novell.com/member.php?userid=734](https://forums.novell.com/member.php?userid=734) View this thread: [https://forums.novell.com/showthread.php?t=492735](https://forums.novell.com/showthread.php?t=492735) ---
**Author:** ![mradford](https://avatars.discourse-cdn.com/v4/letter/m/6bbea6/32.png) [@mradford](https://forums.suse.com/u/mradford)\ **Post date:** [June 25, 2015, 5:16pm UTC](https://forums.suse.com/t/sr-10957550911-needs-attention/27181/5 "2015-06-25T17:16:01Z")
I understand we are talking to you now on both issues correct? Thanks Kevin Mike kjhurni;2398215 Wrote:[color=blue] > 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[/color] ## – mradford mradford’s Profile: [https://forums.novell.com/member.php?userid=44589](https://forums.novell.com/member.php?userid=44589) View this thread: [https://forums.novell.com/showthread.php?t=492735](https://forums.novell.com/showthread.php?t=492735) ---
**Author:** ![kjhurni](https://avatars.discourse-cdn.com/v4/letter/k/8491ac/32.png) [@kjhurni](https://forums.suse.com/u/kjhurni)\ **Post date:** [June 25, 2015, 5:56pm UTC](https://forums.suse.com/t/sr-10957550911-needs-attention/27181/6 "2015-06-25T17:56:02Z")
mradford;2398596 Wrote:[color=blue] > I understand we are talking to you now on both issues correct? > > Thanks Kevin > > Mike[/color] 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! ## – The opinions expressed are my own. Check out my OES2 Guides: Installing OES2 SP2: [http://www.novell.com/communities/node/11600/oes2-sp2-installation-guide](http://www.novell.com/communities/node/11600/oes2-sp2-installation-guide) Upgrading to OES2 with ID Transfer: [http://www.novell.com/communities/node/11601/oes2-sp2-migration-guide-transfer-id-scenarios](http://www.novell.com/communities/node/11601/oes2-sp2-migration-guide-transfer-id-scenarios) GroupWise Migration with OES2 ID Transfer: [http://www.novell.com/communities/node/11602/groupwise-migration-netware-oes2-sp2-transfer-id](http://www.novell.com/communities/node/11602/groupwise-migration-netware-oes2-sp2-transfer-id) kjhurni’s Profile: [https://forums.novell.com/member.php?userid=734](https://forums.novell.com/member.php?userid=734) View this thread: [https://forums.novell.com/showthread.php?t=492735](https://forums.novell.com/showthread.php?t=492735) ---
**Author:** ![kjhurni](https://avatars.discourse-cdn.com/v4/letter/k/8491ac/32.png) [@kjhurni](https://forums.suse.com/u/kjhurni)\ **Post date:** [June 30, 2015, 4:46pm UTC](https://forums.suse.com/t/sr-10957550911-needs-attention/27181/7 "2015-06-30T16:46:02Z")
mradford;2398596 Wrote:[color=blue] > I understand we are talking to you now on both issues correct? > > Thanks Kevin > > Mike[/color] 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 ## – The opinions expressed are my own. Check out my OES2 Guides: Installing OES2 SP2: [http://www.novell.com/communities/node/11600/oes2-sp2-installation-guide](http://www.novell.com/communities/node/11600/oes2-sp2-installation-guide) Upgrading to OES2 with ID Transfer: [http://www.novell.com/communities/node/11601/oes2-sp2-migration-guide-transfer-id-scenarios](http://www.novell.com/communities/node/11601/oes2-sp2-migration-guide-transfer-id-scenarios) GroupWise Migration with OES2 ID Transfer: [http://www.novell.com/communities/node/11602/groupwise-migration-netware-oes2-sp2-transfer-id](http://www.novell.com/communities/node/11602/groupwise-migration-netware-oes2-sp2-transfer-id) kjhurni’s Profile: [https://forums.novell.com/member.php?userid=734](https://forums.novell.com/member.php?userid=734) View this thread: [https://forums.novell.com/showthread.php?t=492735](https://forums.novell.com/showthread.php?t=492735) ---
**Author:** ![mradford](https://avatars.discourse-cdn.com/v4/letter/m/6bbea6/32.png) [@mradford](https://forums.suse.com/u/mradford)\ **Post date:** [July 2, 2015, 12:56am UTC](https://forums.suse.com/t/sr-10957550911-needs-attention/27181/8 "2015-07-02T00:56:02Z")
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 ## – mradford mradford’s Profile: [https://forums.novell.com/member.php?userid=44589](https://forums.novell.com/member.php?userid=44589) View this thread: [https://forums.novell.com/showthread.php?t=492735](https://forums.novell.com/showthread.php?t=492735) ---
**Author:** ![kjhurni](https://avatars.discourse-cdn.com/v4/letter/k/8491ac/32.png) [@kjhurni](https://forums.suse.com/u/kjhurni)\ **Post date:** [July 2, 2015, 4:56pm UTC](https://forums.suse.com/t/sr-10957550911-needs-attention/27181/9 "2015-07-02T16:56:02Z")
mradford;2399186 Wrote:[color=blue] > 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[/color] 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 ## – The opinions expressed are my own. Check out my OES2 Guides: Installing OES2 SP2: [http://www.novell.com/communities/node/11600/oes2-sp2-installation-guide](http://www.novell.com/communities/node/11600/oes2-sp2-installation-guide) Upgrading to OES2 with ID Transfer: [http://www.novell.com/communities/node/11601/oes2-sp2-migration-guide-transfer-id-scenarios](http://www.novell.com/communities/node/11601/oes2-sp2-migration-guide-transfer-id-scenarios) GroupWise Migration with OES2 ID Transfer: [http://www.novell.com/communities/node/11602/groupwise-migration-netware-oes2-sp2-transfer-id](http://www.novell.com/communities/node/11602/groupwise-migration-netware-oes2-sp2-transfer-id) kjhurni’s Profile: [https://forums.novell.com/member.php?userid=734](https://forums.novell.com/member.php?userid=734) View this thread: [https://forums.novell.com/showthread.php?t=492735](https://forums.novell.com/showthread.php?t=492735)