The users aren’t complaining so we don't need a full log analysis (#fewCallsNoProblemsMASMaximo)

Our sales teams offer log analysis as one of their offerings, occassionally a customer will say that they don’t worry about their support because:

• Large numbers of users aren’t complaining about problems
• A 3rd party is paid to manage all the customers so it is their responsibility to fix them

In this series I explore some of the reasons why the problems may not being reported and give advice about how to check for signs of of a real problem

I'll update this page with the reasons as I publish each of the articles.

There are a variety of reasons why so few calls are raised:

• The 5:1 call ratio particularly for performance problems - 26/03/2024
• Support took a long time to respond to and they didn’t help last time… they won’t help this time ( #fewCallsNoProblemsMASMaximo ) - 27/03/2024
• The rules hurt me … so I won’t raise a call if the rules aren’t enforced - 27/05/2024
• "It has always been slow ... We didn't know it could be faster (Part 1) / Role of the search type attribute when it has set to WILDCARD (Part 2) - 05/06/2024
• Why issues must be handled appropriately - 06/06/2024
• Don't normalise a problem - 09/06/2024
• Bad attitude "We fix the problems that we find in IBM code ... we don't bother raising them with IBM" - 09/06/2024
• How an incorrect problem classification can prevent management prioritising an important fix?? ( #fewCallsNoProblemsMASMaximo ) – 18/07/2024
• Invalid binding warnings that tell you that the users are not able to see all the data that they should see - 08/10/2024
• I know how to fix that .. I don’t want to handle a new problem / it isn't in my interest to resolve that problem - 08/10/2024
• Danger of "we are just fixing the problems that users notice" approach & its impact 15/01/2025
• ?The "It isn't in my interest to resolve this prolem or investigate it quicker approach" 15/01/2025

This blog series

This article is one of a series of articles to help organisations make their staff more efficient by helping system administrators improve the performance of Maximo / MAS

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The postings on this blog are my own and don't necessarily represent Cohesive's positions, strategies or opinions.

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