The Hidden Value of VSI$SUPPORT Output
While attending the bootcamp in Malmo this year, I happened to attend the seminar that Homi gave regarding the tool he wrote and maintains, VSI$SUPPORT. If you have time, I suggest you watch the replay of this. The tool can do some interesting things that even I did not know about! As the manager of the support team, I get to hear from customers when they think we could have done something better. More than once, I have heard about our policy to collect an output from the VSI$SUPPORT tool on most calls. When we started this practice, I was also in doubt about the value of this output for calls. But, we adopted the policy and moved forward. Several months later, I can tell you first hand the value of this policy. I am generally a backline resource for some types of calls. When I ask the person seeking my assistance for information about the system or a configuration, they say to me, “I have the vsi$support output, let me look”. Every time I hear a sentence of that nature, I think, thank goodness we are doing this. In the short run, it can seem like overkill when you are logging a call. In the long run, that output can save and has saved a bunch of time when working an issue. We already have a bunch of data! The back and forth emails trying to collect data are cut way down! Time is saved since we already have the data in our hands. Fabulous!
