Ticket open close to 3 months

Question

Not sure if this is the right area, but what do you, as a person paying for support, do when you have a ticket open for close to 3 months, and you are no closer to a resolution, than the day you created it? I've escalated it to a manager, and they give me some talk about 'keeping an eye on it', it went to at least 1, if not 2 levels of engineering support, and still, no resolution.  FWIW, it was an issue that happened in the upgrade from 8.1, to 8.2, and impacts us almost daily.    Yet no resolution, and it doesn't seem to resonate with anyone at EMC that this is a critical problem.   Frustrated, and curious as to what others do in this situation. Thanks.

Sltn · Answer

Hello,

I have received this mail I don’t know why and how ?

Can you explain please?

Regards

Soltana AKHENAK

Ingénieur systèmes

s.akhenak@sofimalgerie.com

Lotissement E'Nasr N°85

Les Vergers - Bir Khadem Alger

Mobile: +213 661 41 05 82

Tél/Fax: +213 23 53 49 11

+213 23 53 49 12

+213 23 53 49 13

+213 23 53 48 88

De : noladave

Envoyé : mardi 18 juillet 2017 17:37

À : sultana

Objet : - Ticket open close to 3 months

DECN

Ticket open close to 3 months

created by David Browning in NetWorker - View the full discussion

noladave · Answer

I understand this forum is not monitored by support (yet someone, somehow, saw my post...).   I was asking for input from other users, to see what they do when a ticket stalls for a long time (close to 90 days).

NetWorker

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