Re: [foxboro] CARs

Amen Tom!

************************** 
Troy Brazell
DCP Midstream
ISA CCST
Sr. Process Control Analyst
Office 405-605-3877
Cell   405-301-2994
tlbrazell@xxxxxxxxxxxxxxxx
**************************

 

-----Original Message-----
From: foxboro-bounce@xxxxxxxxxxxxx [mailto:foxboro-bounce@xxxxxxxxxxxxx] On 
Behalf Of tjvandew@xxxxxxxxx
Sent: Monday, August 30, 2010 6:08 PM
To: foxboro@xxxxxxxxxxxxx
Subject: Re: [foxboro] CARs

I heartily agree with Philip.  The list is the best way, and often the only 
way, to find out if there is a common problem.  When a CAR is entered there is 
no way to find out if other users have entered one or a hundred on the same 
issue.  Foxboro doesn't divulge any of that info.  Often times users discover a 
work around before Foxboro develops a fix.  Foxboro needs to understand why 
this list is used as much as it is and what is lacking in their support 
infrastructure.  I'm glad there are some Foxboro folks that participate and 
monitor the list.  It is also a great advantage to users that the exchanges 
can't be censored by Foxboro in the same way that they restrict information 
about the CAR's.  I'm not saying we shouldn't all fill out CAR's when needed 
but I have solved more issues by partcipating in the list than Foxboro has 
resolved via my CAR submissions. I have experienced " This CAR is now closed " 
without my problem being addressed to my satisfaction on more than one o
 ccasion.
Tom Vandewater
Sent from my Verizon Wireless BlackBerry

-----Original Message-----
From: "Pulas, Philip" <Philip.G.Pulas@xxxxxxxxxxx>
Sender: foxboro-bounce@xxxxxxxxxxxxx
Date: Mon, 30 Aug 2010 13:18:03 
To: 'foxboro@xxxxxxxxxxxxx'<foxboro@xxxxxxxxxxxxx>
Reply-To: foxboro@xxxxxxxxxxxxx
Subject: Re: [foxboro] CARs

Marcel,

I believe most of usually do enter our issues as CARs, though I'm not sure 
about the specific list-user you are referring to.  I posed a question to the 
list-users to see if anyone else was experiencing FoxView crashing after 
installing FVFD10.2.2 and that was a confirmation of the issue being reported 
by another list-user.  When Development is unable to reproduce the problem you 
are reporting, yet the problem is widespread at your site, your CAR might end 
up being closed as not a problem because you are the only site reporting it.  
Depending on the magnitude of the problem, this may or may not actually be 
acceptable to the customer unless they already know of a workaround.  We do not 
have a workaround for our periodic FoxView-crashing-when-updating-a-trend issue 
and Development is still trying and, as of the end of last week, unable to 
reproduce our issue.  Polling the list-users is one method for us customers to 
see if anyone else has experienced or is experiencing the prob
 lem so that we are able to report back to Development that our issue requires 
further investigation because we are not the only site with the problem or 
discover what another customer did to resolve the problem.  Otherwise, our CAR 
may get closed with no solution.

IMHO, with the amount of Invensys folks monitoring the list, someone could be 
proactive to pick up on an issue--especially if multiple customers end up 
reporting it--get a CAR entered, and contact that customer directly to obtain 
more information (not sure what is possible if that customer doesn't have a 
support agreement).

Thanks,
Philip Pulas
Tesoro
Golden Eagle Refinery
Martinez, CA

-----Original Message-----
From: foxboro-bounce@xxxxxxxxxxxxx [mailto:foxboro-bounce@xxxxxxxxxxxxx] On 
Behalf Of Sieling, Marcel
Sent: Monday, August 30, 2010 4:53 AM
To: foxboro@xxxxxxxxxxxxx
Subject: [foxboro] CARs

To all problem suffering List Users,

A list-user wrote:
>We experience Foxview crashing

Please enter all issues experienced with IOM supported deliverables as CARs 
(Customer Action Request) in our CAR system on the GCS website at 
http://support.ips.invensys.com/ (registration required). Only there it can be 
logged, tracked and acted upon. It does not bring value to list users reporting 
crashes here without having a resolution available. ;-)

Thanks.

Best regards / Mit freundlichen Grüßen
 
Marcel Sieling
Technical Sales Consultant
 
Invensys Systems GmbH
Hermann-Klammt-Str. 1-3
D-41460 Neuss
Germany
T +49 2131 4062-302
M +49 151 40215-302
F +49 151 13 40215-302
E  marcel.sieling@xxxxxxxxxxxx
 
 
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_______________________________________________________________________
This mailing list is neither sponsored nor endorsed by Invensys Process
Systems (formerly The Foxboro Company). Use the info you obtain here at
your own risks. Read http://www.thecassandraproject.org/disclaimer.html
 
foxboro mailing list:             http://www.freelists.org/list/foxboro
to subscribe:         mailto:foxboro-request@xxxxxxxxxxxxx?subject=join
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