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how long does it take to get an answer sm - monica

Posted: Nov 03, 2010

from Qcare. I haven't been able to log into MQ central or get my e-mail for over 2 days already. I thought they were supposed to answer in 24 hours?!

24 hours? - haha

[ In Reply To ..]
Sorry, didn't mean to laugh. I thought the same thing. I had tickets that were outstanding for 3 weeks & someone finally called me 3 weeks later and asked me if I still had my issue! What a joke.

The TAT depends on the issue I think...sm - Tink

[ In Reply To ..]
If it is related to production, I think it is a quicker TAT than mail, but I could be wrong. Some issues I've had on QCare have had a TAT listed of like 3 days.

A handy trick....One very cool support person told me that the best thing to do after you put in a ticket on QCare is to call Support anyway. You already have your ticket number, and usually they will expedite fixing your problem. Ever since I've been doing that, every problem has been fixed right away. If the problem isn't something that can be fixed right away, you just need to keep calling them every day or 2 until they can resolve it.

I hope that helps!!

The other night... - confused

[ In Reply To ..]
Chris (can't remember his last name) from support told me that you're only supposed to access the Q-care when you run out of work. But when you call, it says on the automated message to use the Q-care self-service.

I do the same and always get a fix right away - MQ going downhill fast

[ In Reply To ..]
My CCM once told me not to call Support and to use QCare. I wrote her back stating that if one of my tools is broken, I need to get it fixed in a timely manner (like it used to be done) so she can have an MT who can focus on typing reports instead of distracted spending time trying to use the broken tools to get those reports done in a timely manner. I have heard nothing since and continue to call Support after I have wasted time putting the information into QCare.

MQ is crippling MTs with the new supposed "upgrades" and breaking what once was a good tech support system. The motto seems to be "if it ain't broke, break it, then make it worse by implimenting fixes that break it even more." Insanity.

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