- Not sure what to think about this. "not able to completely re-produce the issue locally". A) that was good information 4 months ago when I offered to help and B) not exactly the same message the helpdesk is sending out...
This is the message I most recently received -- "The situation which you have described was verified as a known issue in our current version. Our Research & Development team is working on resolving the matter. When we release a new version, including a fix to this issue, you will certainly be notified."
Which was followed by -- "Currently we are checking this Issue with our Senior Support and you should have a answer definitely next week."
Not entirely sure what to believe.
- 5.6.03 fixes issues with submit users, but does not fix any issues with administrators. Administrators are still not receiving notifications.
- The bottom line is that we are rolled back to 5.5.06. I am happy to provide you a test server in our environment, because I can reproduce this behavior over and over again. I can grant you access so you can see it for yourself.
I realize that my posts seem pretty negative and may even be counterproductive, but there are three things that are just eating me about SysAid and Ilient.
1. I feel that I am only now getting attention on this issue because I posted it to the forums. Had I simply continued to update the tickets, I believe the issue would continue to be ignored.
2. I get the impression that users get the same support channel whether they have the paid version or the free version. While in a lot of ways I think that is a good decision, and quite unique, in other ways I am disappointed to know that paying for maintenance/support on your product simply means "paying for upgrades". It is more disappointing when the very features that are broken are those that you actually "pay" to get in the Full Edition...
3. You don't seem to internally test your software in all of your "supported" environments before you release an update. If my envronment is so "unique" then why is everything I listed in my previous post actually touted as "features" for the full version? See for yourself. https://www.sysaid.com/fullversion.htm
LDAP, check. MSSQL, check. IIS, check. Windows support, check. Don't get me wrong, relying on Pathfinders is a good idea, but it is not a substitute for you testing your software in the environments that you support and I had the priveledge of paying for.
Again, thanks for taking the time to read this.