Re: [foxboro] CSC website searches

Re: you shouldn't have to be involved in this ... madness.

I beg to differ. Any and all IPS employees should be involved in solving
any customer issue that they encounter.

A culture of responsiveness is one that we want to strengthen. Of
course, we'd like to eliminate errors, but they do occur and our people
can and do take the initiative to correct them.

As it happens, other people were letting the web site folks know about
the issue in parallel and quietly. I just happen to be the noisy one.


Re: Web site

The folks that support the web site fixed it within 15 minutes of being
notified. The frustrating thing about this problem is that the web
master notification message was also broken which made it a little hard
to report the problem.


Re: Root cause of this failure

It seems that during in the web-site upgrade, the e-mail domain name
changes were not made from '@invensys.com' to '@ips.invensys.com' AND
the company deactivated the '@invensys.com' e-mail addresses which had
been planned for some time.

Between missing the domain name change in the upgrade planning and the
dropping of the @invensys.com addresses we caused the problem.

This particular combination of errors should not happen again.



Once again, I apologize for the inconvenience. =



Regards,
 =

Alex Johnson
Invensys Systems, Inc.
10900 Equity Drive
Houston, TX 77041
713.329.8472 (voice)
713.329.1700 (fax)
713.329.1600 (switchboard)
alex.johnson@xxxxxxxxxxxxxxxx

-----Original Message-----
From: foxboro-bounce@xxxxxxxxxxxxx [mailto:foxboro-bounce@xxxxxxxxxxxxx]
On Behalf Of duc.do@xxxxxxxxxxxxxx
Sent: Wednesday, March 28, 2007 9:50 AM
To: foxboro@xxxxxxxxxxxxx
Subject: Re: [foxboro] CSC website searches

Alex wrote:

> 3) If any one knows of a broken link, send it to me. I'll pass it on
>    to those that will fix it.

I hate to keep beating this dead horse, but you shouldn't have to be
involved in this ... madness.

All the bad links stuff should be addressed to the webmaster contact --
that's standard SOP for web sites. And now the mailto: links work, that
shouldn't be an issue again.

But, thanks, Alex, for seeing to it that things are corrected. I hate to
rant and rave, but sometimes that's what it takes. (I've been hanging
around Tom V. too long!)

Duc


-----Original Message-----
From: foxboro-bounce@xxxxxxxxxxxxx [mailto:foxboro-bounce@xxxxxxxxxxxxx]
On Behalf Of Johnson, Alex P (IPS)
Sent: Wednesday, March 28, 2007 10:13 AM
To: foxboro@xxxxxxxxxxxxx
Subject: Re: [foxboro] CSC website searches

I've started the ball rolling to get the picks fixed.

I've also checked and we do have a policy on responding to messages sent
to the contact e-mail boxes:

   Following the release of the new GSP website, we have been =3D3D

   responding to the massive influx of emails within hours, not days.
   Our commitment is 2 business days because we may need to communicate
   with local IT departments following the sun.  =3D3D

 =3D3D

   The main issue here is getting the emails.  We need to see where
   the bad references are located.  Thanks for your feedback!

So, I can say:

1) We are working to fix the issue.
2) We do have a performance metric and it is measured
3) If any one knows of a broken link, send it to me. I'll pass it on
   to those that will fix it.

Regards,
 =3D3D

Alex Johnson
Invensys Systems, Inc.
10900 Equity Drive
Houston, TX 77041
713.329.8472 (voice)
713.329.1700 (fax)
713.329.1600 (switchboard)
alex.johnson@xxxxxxxxxxxxxxxx

-----Original Message-----
From: foxboro-bounce@xxxxxxxxxxxxx [mailto:foxboro-bounce@xxxxxxxxxxxxx]
On Behalf Of duc.do@xxxxxxxxxxxxxx
Sent: Wednesday, March 28, 2007 7:45 AM
To: foxboro@xxxxxxxxxxxxx
Subject: Re: [foxboro] CSC website searches

> Kind of makes you feel like they don't really want to be bothered with
> email requests.

Then why the heck put the link on the web site? (I told you not to get
me started on the e-mail thing.)

Under the prominent "Contact Us" pulldown menu once you get to the GPS
(nee CSC, nee TAC) web site, there are two addresses:

Email IPS.CSC:   ips.csc@xxxxxxxxxxxx
Email Webmaster: ips.csc.web@xxxxxxxxxxxx

Go ahead and try to contact them using one of these addresses! No sooner
than hitting the "Send" button that you'll get an immediate bounce.

It would be a 5-second fix to correct those mailto: links to say
...@xxxxxxxxxxxxxxxxx But hey, why waste a great way to cut down
bothersome e-mail from your customers!

It took me nearly a week to try to get someone to correct an apparent
misconfigured link for the XP security patches using electronic means. I
was thwarted at almost every turn.

Yeah, one could pick up the phone and dial 1-800-PHON-IPS, but (1) there
are things that could and should be taken care of via e-mail, such as my
request above, which can be described much more lucidly in writing than
orally; and (2) I was too stubborn once I ran into those bounces.

Okay, I feel a little better now.

Duc


-----Original Message-----
From: foxboro-bounce@xxxxxxxxxxxxx [mailto:foxboro-bounce@xxxxxxxxxxxxx]
On Behalf Of tom.vandewater@xxxxxxxxxxxxxx
Sent: Wednesday, March 28, 2007 8:19 AM
To: foxboro@xxxxxxxxxxxxx
Subject: Re: [foxboro] CSC website searches

Kevin,
        I'm not currently having trouble doing the search but we have
always had trouble sending email to the addresses listed on the Foxboro
CSC website.  Before they were valid but nobody responded to your
requests or it took weeks.  Recently they have just returned errors.
Kind of makes you feel like they don't really want to be bothered with
email requests.
Tom

-----Original Message-----
From: foxboro-bounce@xxxxxxxxxxxxx [mailto:foxboro-bounce@xxxxxxxxxxxxx]
On Behalf Of Kevin_Fitzgerrell@xxxxxxx
Sent: Wednesday, March 28, 2007 2:04 AM
To: foxboro@xxxxxxxxxxxxx
Subject: [foxboro] CSC website searches

Hi all,

Is anyone else having problems with the search function on the CSC
website?  It hasn't been working for me for the last week or so for
anything but PSS sheets.

I tried sending an email to the webmaster and got a response that it was
undeliverable (not too encouraging):
eu1.smtp.invensys.com #5.0.0 X-Notes; Error transferring to EUEX/EXCORP
mail.box; Database is corrupt -- Cannot allocate space=3D3D3D3D3D20

Regards,

Kevin FitzGerrell



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