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Re: Relation between ERwin forum and support

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Lately Isee a lot of replies to questins posted to the Erwin forums from CA employees. That is great, it is good to notice that CA is spending time to help us get along. On the other hand, in many cases I see that those replies are requesting to open an issue at Support.  In my opinion this forums is meant to share knowledge: I think that  more than 90% of the questions asked by an ERwin user will be asked by more users, and by sharing knowledge we all profit.  Am I missing something here? Can someone explain me why it is that CA re-routes common questions to support?    regards, Theo
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Re: Relation between ERwin forum and support
11/10/09 9:11 AM as a reply to TheovanWestrienen.
Theo,  I agree completely!!!!!   We all want CA employees actively participating on these forums, but not with canned responses.   There is a wealth of knowledge amoung our peers and we very much need to tap into it and that is where these forums can shine.    
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Re: Relation between ERwin forum and support
11/11/09 11:35 AM as a reply to TheovanWestrienen.
Have you contacted support about your issue? ;^)  Sorry, couldn't resist.
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Re: Relation between ERwin forum and support
11/11/09 11:57 AM as a reply to WalterHoward.
Oh it is to laugh.   Ha. Ha. here >
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Re: Relation between ERwin forum and support
11/19/09 9:34 AM as a reply to TheovanWestrienen.
 From what I see, a big reason for questions is the structure that CA uses to track ERWin issues:  1.   Inability to search by problem class.     Issues can generally be devided into crashes, software not restricting, software duplicating, software dropping, mismatches of DB to model, mismatch of logical to physical, etc.     Also, they are divided by version, database, etc.     Problems  should be tracked and reported that way.2.   Release notes for fixes has inadequate names.     They are reported by problem # and a badly written description.       All database  DDL FE  and RE fixes should be reported  as one issue respectively with the fixes listed out.    We are not impressed by the number of fixes to problems made.     I want to know all the DDL fixes to SQL Server for a release and over releases.  3.   CA staff are  generally very supportive when you talk to them.     I have never had a problem with communication.     Bear in mind though that  not all of them are going to be experts in RE and FE with different database;  Macro coding; or version to version conversion.     This tool is just too complex and tries to do too much and having supported software, I feel for them.    The odd thing is that internally, they are apparently using the crappy CA website that we are forced to use.   We are data modelers. We think in referential integrity.   If we get two different answers on two different CA webpage (i.e., what is the latest version of ERWin), how can we respect the coding behind a modeling tool?    Regarding the forum, there is no reason a CA employee should not use these forums to try to improve/fix the product.     I would be more worried if they were restricted from  communicating with us.     We all know the memory and interface issues.   We all got to work with this tool and wait for the next interface rewrite, or move to something else.
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Re: Relation between ERwin forum and support
1/5/10 11:30 AM as a reply to TheovanWestrienen.
Theo...    To answer your original question, perhaps when they see the question that has been asked, they recognise it as bug and thus adivse to you open an inssue so they can fix it.  I think that is a better approach than them just saysing... its a bug and not saying anything else.     At least if they tell you to open an issue you can be sure that they aren't going to do it, instead of you assuming that because they mention it is a bug that they are going to do somehting about it when in fact they don't.   This way, you are not left hanging wondering what has become of the issue.    Garry
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Re: Relation between ERwin forum and support
1/6/10 2:13 AM as a reply to GarryG.
Garry,  I totally agree that bugs should be reported to Support in order to get them fixed.I was afraid that communication about how the product works and about workarounds would migrate away to support at the same time, and that would be a lost opportunity for the user community.  Theo
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