Re: Poll question: Please provide your opinion (511 Views)
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Neighborhood Admin
BGroot
Posts: 1,159
Registered: ‎11-26-2007
Message 1 of 19 (834 Views)
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Poll question: Please provide your opinion

Hi Members,

 

We are looking at ways on how to improve the community experience for our members. We have created a poll where we would like to get your opinion. This opinion means a great deal to us as we want to create an community experience that our members would like to have.

 

The polls are well hidden in the community, so I would like to mention where you can find it. It is located on the right hand side in this forum under the “Popular tags”.

 

Hope you take a few seconds to provide your opinion.

 

The poll question is:

Would you value real-time support via WebEx sessions with support engineers in the forums?

 

Yes

No

 

Thanks.

 

Greetings,

 

Bill

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Occasional Visitor
Rudy2929
Posts: 1
Registered: ‎08-21-2013
Message 2 of 19 (807 Views)

Re: Poll question: Please provide your opinion

yes

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Respected Contributor
Praveen_V
Posts: 314
Registered: ‎10-11-2011
Message 3 of 19 (792 Views)

Re: Poll question: Please provide your opinion

yes

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Say " Cheers! " by clicking Kudos Star on the left .
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Trusted Contributor
hansmaulwurf
Posts: 201
Registered: ‎07-12-2011
Message 4 of 19 (777 Views)

Re: Poll question: Please provide your opinion

yes

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Honored Contributor
Vadim Gorda
Posts: 5,679
Registered: ‎11-10-2008
Message 5 of 19 (773 Views)

Re: Poll question: Please provide your opinion

Guys why you post here :)

Use Poll in the right side where you can put your voice to yes or no :)

 

Bill - you thought that such topic could have had more No then Yes?:)

 

thanks

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Neighborhood Admin
BGroot
Posts: 1,159
Registered: ‎11-26-2007
Message 6 of 19 (768 Views)

Re: Poll question: Please provide your opinion

Hi Vadim,

 

Nice to hear from you. Yes, I would appreciate it if members would use the poll to vote.

 

With regards to the idea in using WebEx in certain areas, this will still be used by our support engineers if necessary when you log a case with support in the support centers. However, we are looking at providing this possibility  in the forums for certain questions, where we need to show the member something or get a better understanding what the question is about.

 

The idea is also to share what was done in the WebEx session so that others can benefit and learn from it.

 

If the question is too complex or needs more research we still will recommend that a case be logged in the support center.

 

But we are hoping that in using  WebEx through the forums that this might be a valuable add on to our members.

 

For all reading this please go to the right hand side in the community and cast your vote. You will find the poll underneath the Popular tags area. This is important so that we understand what are members think about this.

 

Take care.

 

Greetings,

 

Bill

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Honored Contributor
Jas1
Posts: 387
Registered: ‎04-05-2010
Message 7 of 19 (744 Views)

Re: Poll question: Please provide your opinion

I think webex is a good enhancement. However, I think we could achieve more by prompting new post to include the versions of their service manager (a screenshot of their scversion record) and to add their error message, if available. Seen a lot of posts where time could have been saved if those info was included in the 1st post. Just my 2 cents.

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Honored Contributor
Vadim Gorda
Posts: 5,679
Registered: ‎11-10-2008
Message 8 of 19 (738 Views)

Re: Poll question: Please provide your opinion

Hello Bill,

There is one more thing which is not on the surface atm.

 

In case if you are making webex sessions here for solving of some issues, you are potentially cutting that topics/problems/cases from sharing knowledge to other people of community, unless you are going to record all webex sessions.

 


Any logged and described post here or case in HP can become a sharable knowledge to other who are seeking the similar problem.

 

In case of webex it is benefit only for one person, who will in most cases not describe what he had seen in the initial post.

 

Feature is good for exact person's benefit, but we have to think on how to don't make it harmful instead for the whole community.

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Honored Contributor
Jas1
Posts: 387
Registered: ‎04-05-2010
Message 9 of 19 (735 Views)

Re: Poll question: Please provide your opinion

Webex recording is a good learning tool but people should be given the option of webex recording for privacy issue and for the fact that the recording could accidentally include ip address of secure sites. If webex is employed but the recording is not provided, the engineer should provided a summary of the steps taken to troubleshoot and resolve the issue.

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Neighborhood Admin
BGroot
Posts: 1,159
Registered: ‎11-26-2007
Message 10 of 19 (729 Views)

Re: Poll question: Please provide your opinion

Hi,

 

Thanks for your feedback. It would definitely help if members start to mention which version they are on and that the error message would be. Perhaps we need to make a field available where the version number can be mentioned.

 

We will take this into consideration. Thanks.

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Neighborhood Admin
BGroot
Posts: 1,159
Registered: ‎11-26-2007
Message 11 of 19 (728 Views)

Re: Poll question: Please provide your opinion

Hi Vadim *& Jas1,

 

Thanks for your thoughts. It is true that the webex session with be a 1:1 activity, but we also will need to make sure that a summary is posted after the session has taken place so that the entire community can benefit from it.

 

The idea of the webex session would be to understand the situation better which could lead to a faster answering of the question.

 

For Jas1, we will not share the webex session (itself) in the community, but as I mentioned above we will be sharing a summary. We don't want to share IP addresses or other privacy aspects.

 

Thanks again for your feedback, appreciate it!

 

Greetings,

 

Bill

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Advisor
Norita
Posts: 32
Registered: ‎05-13-2011
Message 12 of 19 (696 Views)

Re: Poll question: Please provide your opinion

Webex sessions to collect useful videos on "How to..." or "Steps to do...".  For example, i was looking at Youtube, for some video about "How to create a template in HP Service Manager". I mean, i agree with Webex sessions but if they can be share with the Community.

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Regular Advisor
Blue_1
Posts: 160
Registered: ‎12-01-2010
Message 13 of 19 (688 Views)

Re: Poll question: Please provide your opinion

Yes,

 

That is a wonderful idea !

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Regular Advisor
jdelcolp
Posts: 88
Registered: ‎10-31-2011
Message 14 of 19 (686 Views)

Re: Poll question: Please provide your opinion

Yes

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Frequent Advisor
kaiser_rp
Posts: 53
Registered: ‎06-29-2011
Message 15 of 19 (665 Views)

Re: Poll question: Please provide your opinion

Yes, although sometimes the story finishes is "your system is not OOB" => "we can'r reproduce in our environment"...and son on. 

 

The customer use to feel that is unprotected after invest lot of money in the licenses and services of HPSM.

 

Not always, I repetat, but unfortunately too much times.

Kudos are appreciated
Regards from Barcelona >
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Advisor
Sood
Posts: 25
Registered: ‎09-12-2013
Message 16 of 19 (625 Views)

Re: Poll question: Please provide your opinion

Yes that would be really great!!!!
Looking forward to hear when its done.
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HP Expert
NgocNgo
Posts: 211
Registered: ‎06-30-2013
Message 17 of 19 (591 Views)

Re: Poll question: Please provide your opinion

Yes, this idea is very great!

HP Support
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Established Member
Macedo
Posts: 4
Registered: ‎08-21-2013
Message 18 of 19 (585 Views)

Re: Poll question: Please provide your opinion

Yes!
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Frequent Advisor
neems_1
Posts: 57
Registered: ‎09-15-2010
Message 19 of 19 (511 Views)

Re: Poll question: Please provide your opinion

yes

 

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