Should SolarWinds support be allowed to close calls without customer agreement
Quite often if I send a support request that proves difficult for support to answer they seem to just wait a few days and then close the call, I think they should have customer approval to close the...
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Thats weird, i've been on one tech support case for almost 2 weeks... Was having a problem getting everything up and running after a failed wizard config, and the guy at SolarWinds helped me through...
View ArticleRe: Should SolarWinds support be allowed to close calls without customer...
Generally most of them are patient and helpful. In the end though, metrics on the tickets they work factor into their performance reviews.So they are trying to keep ticket volume up, time to...
View ArticleRe: Should SolarWinds support be allowed to close calls without customer...
I agree with Jfrazier... Every time I have called, the people on the other end of the phone are extremely helpful and patient. (Have not experienced anyone from the Philippines to date). As far as...
View ArticleRe: Should SolarWinds support be allowed to close calls without customer...
Yea I was contacted by the tech center in the Philippines but I don't mind, after all I am filipino too (maybe a bit bias towards my own people? ) but yea I could understand if they couldn't get a...
View ArticleRe: Should SolarWinds support be allowed to close calls without customer...
I am not questioning the quality of support just the process, tickets should not be closed without customer consent, usually followed up with a rating method of some sort
View ArticleRe: Should SolarWinds support be allowed to close calls without customer...
I used to be in Support, and at least in the Lehi office (where most of LEM support lives) the process was the "3 contact close." Support guys are supposed to make at least 3 attempts to contact a...
View ArticleRe: Should SolarWinds support be allowed to close calls without customer...
So in theory they can call 3 days in a row at any time (the "ghost" could be on another call, at lunch, taking a comfort break, on not in the USA or Philippines time zone) and then close the call? What...
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Login failed LEM reports
i am trying to get all log messages from the LEM reports. I installed the Reports and Crystal runtime file on my computer which was not a big issue. But everytime i try to add a manager i can"t ping...
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Re: Should SolarWinds support be allowed to close calls without customer...
It's left to the Agent's discretion. Personally, I tried to vary methods, so I might e-mail twice and leave a voicemail once. Even if the ticket was closed, there's an automatic alert (outside...
View ArticleFIM Questions
Hello all, I have recently deployed FIM on 2 servers and am a bit overwhelmed on a few things. I’m hoping someone can help guide me a bit. Currently I am getting data from the servers, but now need...
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Re: Login failed LEM reports
The LEM web console operates on either port 8080 (http) or port 8443 (https/ssl). The reports console works on TCP port 9001 to communicate with the database on the LEM appliance. Response should...
View ArticleRe: Login failed LEM reports
Yes that is excactly what i see. I have two users in my LEM appliance:1 the swi-lem admin and 2 a user i created later. Do i have to add a user from the AD with the Administrator, Auditor and Reports...
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No, you should be able to use the Admin credentials to run Reports. Maybe re-enter the password to make sure it wasn't typo'd?
View ArticleRe: Login failed LEM reports
I just added my domain account as admin in the LEM appliance and tried to run the reports, but still nothing. I don't really now where to find a solution for this issue. I don't think that it has to do...
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You may want to open a support ticket to have them look at it.
View ArticleRe: Login failed LEM reports
Sounds like a good idea. I will do that. Thanks for your help my fiend.
View ArticleRe: FIM Questions
Windows file auditing isn't required to use the Log and Event Manager FIMThat's still the case. IMHO, reads aren't worth collectingThe "Writes" can be useful for flagging changes to permissions and...
View ArticleRe: FIM Questions
If you want to tell when someone opened a file vs. a folder with FIM, you can change whether to look for an extension or not (i.e. *.* vs. just *). Or, you can audit the files you're interested in...
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Re: Login failed LEM reports
One note on this issue - we do have a Reports Troubleshooting Guide that you may want to check out - http://www.solarwinds.com/documentation/lem/docs/LEMReportsTroubleshootingGuide.pdf (PDF) or...
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