Progress Alert and Notification Service (PANS) for an end us

Posted by Valeriy Bashkatov on 16-Oct-2014 01:56

Hello,

One of our clients tried to access the Progress Alert and Notification Service (PANS). 

But they get this message: “your access to Progress SupportLink has been denied because the serial number provided is for an end user of a Progress customer. End user accounts are not allowed access to SupportLink.”. 

It turns out that endusers can not subscribe to the PANS?

In this case, how they can obtain information about the bugs, released service packs, new versions and other information?

They did pay for technical support... or PANS is not part of the technical support?

Regards,
Valeriy

All Replies

Posted by Tim Kuehn on 16-Oct-2014 06:16

PSC's expectation is that end users get their technical support via their vendor, which is why your client can't get access to support link and PANS. You may be able to talk to your PSC sales rep about changing that.

Posted by ChUIMonster on 16-Oct-2014 06:28

I thought PANS was supposed to be open?  Like the kbase.

A lot of those vendors need their customers to tell them what the problem is so that they can provide that support.  PANS emails are a key pro-active element to the support ecosystem that costs nothing and imposes no burden on PSC.  Locking people out is counter-productive.


On 10/16/14, 7:17 AM, Tim Kuehn wrote:
Reply by Tim Kuehn

PSC's expectation is that end users get their technical support via their vendor, which is why your client can't get access to support link and PANS. You may be able to talk to your PSC sales rep about changing that.

Stop receiving emails on this subject.

Flag this post as spam/abuse.



-- 
Tom Bascom
603 396 4886
tom@greenfieldtech.com

Posted by Valeriy Bashkatov on 16-Oct-2014 06:38

Thanks Tim!

If so, then it is very sad.

Posted by Valeriy Bashkatov on 16-Oct-2014 06:46

Thanks Tom!

I agree with you.

Restricting access to the PANS is  counter-productive.

I could be wrong, but I remember a long time ago the PANS was also available to all people as the Knowledge Base.

Why is it changed?

Is there here anyone from the Progress  marketing team to comment  this?

Regards,

Valeriy

Posted by Jean Richert on 16-Oct-2014 07:26

Hi guys, I saw this thread and, as PANS is a Technical Support service, I have contacted the management team. I'm confident someone will get back to you.

From a Community perspective and as per [mention:6e3b17cb0ff148039a2aabb4c7834ce4:e9ed411860ed4f2ba0265705b8793d05]  suggestion, we'll see if we could add a "KB Feed" based on PANS to our Community. No commitment as we haven't looked in it yet.

Posted by Tim Kuehn on 16-Oct-2014 07:52

[quote user="ChUIMonster"]

I thought PANS was supposed to be open?  Like the kbase.

[/quote]

That used to be case before one of the more recent site re-orgs. Right now the issue is that to subscribe to PANS you need to have access to support-link, and that's only available to direct customers. 

So, all that needs to happen to fix this is to add a PANS subscription page to someplace outside the SL ecosystem where everyone can get to it.

Posted by Valeriy Bashkatov on 17-Oct-2014 03:12

Hi Jean,

Is there any news?

Regards,

Valeriy

Posted by Valeriy Bashkatov on 17-Oct-2014 03:16

As a variant, the PANS could be presented as a new tab in a ProgressID profile here in Community.

Posted by Catherine Galica on 17-Oct-2014 05:09

As Tim points out, currently you must be a registered SupportLink user to subscribe to PANS.  To help us understand the level of interest in this feature, please log an Idea to add this functionality to our Community.  We will look into it.

Posted by Jean Richert on 17-Oct-2014 06:26

[mention:819ac0812c524a3b9718403d142f1ba2:e9ed411860ed4f2ba0265705b8793d05]  we will be looking into exposing the KBs in some sort of "Community feed".

Posted by Tim Kuehn on 17-Oct-2014 08:50

One way to gauge interest is to do a cross-reference check between the current PANS mailing list and the Support link authorized email addresses.

Posted by Valeriy Bashkatov on 20-Oct-2014 02:55
Posted by Valeriy Bashkatov on 21-Jan-2015 01:44

Hi Jean!

There is any news about that?

Regards,

Valeriy

Posted by Jean Richert on 23-Jan-2015 06:23

[mention:e212de63058742feaea9dcd68d904754:e9ed411860ed4f2ba0265705b8793d05]  we are currently looking at the best appraoch possible to push PANS into the Community. No commitment yet but I hope we'll have something available within the next few weeks or so.

Posted by Jean Richert on 20-Feb-2015 08:30

Still working on something that hopefully will enable users to get PANs via the Community but it may take another few weeks before we can release it. Sorry for the delay guys.

This thread is closed