> When logging a support call I do not often consider what might happen to the > call notes. I am sure that Sun are not the only company doing this and this > is not aimed at Sun in particular, they are just an example. Serious > consideration should be given to what information you are prepared to pass > to those who support you - do you trust the rest of their customers (at > best) or the entire internet (at worst). The actual service order notes are not available to customers through SunSolve - but parts of bug reports that may be generated by them are. At least a few years ago when I worked in SunService they reminded us not to put customer information in the public part of bug reports, but there was no review system to make sure we didn't screw up. If you want to protect yourself, make sure that if your call results in a bug report you go to SunSolve and review the public copy to make sure there's nothing in there you wouldn't want others to see and if there is, call up your service rep and make them move it to the sun-internal-access-only section of the bug report. Disclaimer: I no longer work in Tech Support at Sun and do not and cannot speak for SunService or whatever they're called after the latest "realignment of the Sun planets". -- ________________________________________________________________________ Alan Coopersmith alancat_private Univ. of California at Berkeley http://soar.Berkeley.EDU/~alanc/ aka: alanc@{CSUA,OCF,CS,BMRC,EECS,ucsee.eecs,cory.eecs}.Berkeley.EDU
This archive was generated by hypermail 2b30 : Fri Apr 13 2001 - 14:45:49 PDT