Clarity

Thank you for being part of CA Communities. We appreciate your active involvement and would like to use that channel to get your feedback about how we can improve the customer experience.

Please join CA Support team members, December 10th @ 11:00AM ET:

Pat Cassidy, VP, CA Support

Bill Loikets, Advisor, Engineering Program Management

J.J. Lovett, Director, Online Communities

Please join us to discuss existing and potentially new CA Support offerings in an open chat forum. We want your input!

Click HERE to: https://catechnologies.webex.com/catechnologies/j.php?RGID=r34bdeebcca93a8446f9fff4a80c8a761  register, add to calendar and join the day of.

*Please note that there is no audio.

I miss Tuesday Tips & the historic engagement of CA SMEs in the communities. I value the engagement and *OFTEN* come back here to search old threads and get answers.

I understand there's a fine line between 'being helpful' and 'Support' and often being helpful can get one drug into Support - we've all seen this occur. I agree that a forum thread is not a good tool for Support. I'd like to see SMEs get back involved - but reserve the right to back off a thread and ask the user to open a ticket to better serve them.

Hey Rob,

Thank you for the input! We do still do the Tuesday Tips though often they appear as "Tips" and our frequency appears to have fallen off. I'll ping the team to let them know your feedback and make sure these tips continue!

Thanks for all your help and support!

Chris

Sorry to say it is not working as desired and not much worth when working as designed.

There used to be a category I think for Tuesday Tips.

Yes they are still there tagged as Tuesday's tips, The difference is that when you search for Tuesday's tips you get all the individual postings while earlier you could the only the topics or subjects which made the list significantly shorter.

To minimize the damage done they could be set up as type of content like discussions, ideas, events, videos etc.

Hi Martti - We are using the OOTB functionality. Please add any ideas you have for enhancements to the Ideas in The Water Cooler community. Thanks!

The last time I posted on The Water Cooler Community the response was

We have moved all technical documentation feedback threads over into the main CA Clarity community. Please note that when posting there

I'll move your thread over there now.

That's correct because we moved the technical documentation discussions under their respective product communities. For the community platform itself (Jive), The Water Cooler is the right place to discuss, add ideas, etc.

...but it is CA PPM Tuesday's tips not community platform Tuesday's tips.

If it's changes/enhancements to the system requested (which is what it appears you're asking for) then there needs to be Ideas submitted in the water cooler. If it's existing functionality you would just like to see if the engineers could use differently then that's something we can look at. Creating categories outside of product is not possible as those go across all content types. Adding an additional content type would be system a functionality enhancement. As it stands you should be able to go to content -> type in filter "tuesday tips" and all of them should appear in chronological order.

I haven't seen the "Top 10 Knowledgebase Articles" thread as well for a while now

NJ

I also don't 'feel' as if CA SMEs are as interested & participating here as they were in the previous communities. It could just be a perception issue - didn't the last forum framework somehow flag/advertise 'CA People' as such? Here is a lingering thread - I think if the users knew who this user is and that she has been tasked by product management to get our feedback for 'easy wins' to put into development - people would be beating down her door to post up their thoughts.

'Perception' is subjective and can be debated - what about an objective measure? This user posted an idea two days ago that is clearly a configuration issue and I'm the only one to respond to this? Really? Either CA SMEs don't come around here no more - or worse - whomever does doesn't understand that this isn't an Idea but a user that has a configuration issue and needs some assistance. Someone please lookup his account and message him or call him to get this fixed. This is a 5 minute Webex. Then delete the Idea. Who's watching the queues?

Sorry, I'm uninterested in "Potential New Support Offerings". Spend all the money ya want on goliveflipcookanswerbarbooks and redesigns on support websites. I don't want New - let's do better with what we've got today. The users who need interaction & involvement from CA SMEs were here before all this and will be here after. I think the communities is (or should be) the front line here with the users. This is where we come first to investigate issues or questions we have (or should be - self service is still the most cost effective support tool, yes?)  This is where the attention, effort & investment should be. Let's take this from Good to Great.

Tend to agree with

Sorry, I'm uninterested in "Potential New Support Offerings". Spend all the money ya want on goliveflipcookanswerbarbooks and redesigns on support websites. I don't want New - let's do better with what we've got today. The users who need interaction & involvement from CA SMEs were here before all this and will be here after. I think the communities is (or should be) the front line here with the users. This is where the attention, effort & investment should be. Let's take this from Good to Great.

Agree with Rob to some extent on this (starting below) -

let's do better with what we've got today. The users who need interaction & involvement from CA SMEs were here before all this and will be here after. I think the communities is (or should be) the front line here with the users. This is where the attention, effort & investment should be. Let's take this from Good to Great.

NJ

Hey Guys - All the more reason to attend and give your input to the polls posted in The Water Cooler! You guys are content leaders here and definitely have influence on where the support focus goes. The Communities are already part of the solution but how big of a part and how is one of the things we need input on. Thank you all for your support!

Additionally, Robert_Ensinger brings up a great point regarding the work JannaDupree is doing What is CA PPM good at? I am going to be promoting Janna's post now but we also discussed having an Office Hours on the topic. I haven't gotten that promotion out yet but you can already register here: https://catechnologies.webex.com/catechnologies/j.php?RGID=rf4e3441fd14e51c1e77cf671b053478a  See you there as well urmas!

Thanks Chris! Looking forward to talking to everyone!

I haven't seen the "Top 10 Knowledgebase Articles" thread as well for a while now

NJ