Posting of ITRC Entitled Documents

[Kimberly Ann]

Hi All,

If you are an ITRC contract entitled customer, please refrain from 'cutting and pasting' documents from the knowledge base repository into the forums. The content is (by contract terms) only for entitled users of the ITRC. This community is an open public forum for all. I'd appreciate your help and understanding.

Thanks,
Dan
Forums Manager

[Patrick Wallek · Accepted solution]

Hi Dan,

2 points I would like to make.

1) A person is entitled to additional TKB content due a maintenance contracts. Said person does a search thru the TKB for something and a a whole list of documents gets returned. How is that person supposed to know which documents are puclicly accessable and which documents are accessable to them becuase of their support contract? There is nothing in the list to delineate public vs. privileged documents. Based on that should we refrain from posting ANYTHING from the TKB? Can we still post document IDs and links to the TKB documents?


2) I know this is not something you can control, but I would question why the TKB content is restricted at all. There is no "key" icon next to the "search technical knowledge base" link denoting that additional access is required. That would indicate to me that all content there should be public.

If there is TKB content that is restricted that should not be publicly posted then there needs to be a clear indication as to what you can or can't get puclicly and what you have to have a maintenance contract for.

[Jeff Schussele]

Hear - Hear!
Well said, Patrick!

Jeff

P.S. We promise we won't shoot the messenger, Dan. ;~)

[Sridhar Bhaskarla]

Hi Dan,

I agree with Patrick. However, I suggest that there should be two categories of knowledge base documents.

1. Documents containing gotchas and problems . For ex., traceroute on 11i selects the first interface. Poor systems administrators should not end up their precious time on investigating the reasons. These documents should be made available to everyone.

2. Documents containing the technical procedures. For ex., creating a serviceguard package. Users are supposed to take training from HP. These documents can be restricted.

-Sri

[Steven E. Protter]

I have no way of knowing whether a document is restricted or not.

I have a maintenance agreement and can see everything.

I usually post links so those with access get it, but I think a can of worms has been openned here.

SEP

[Christopher Caldwell]

Though I don't "cut & paste" documents from the KB, I didn't realize there were "entitled" documents in the KB. I was under the impression that anyone could sign up for an ITRC account and see any of the documents.

I have complained vehemently for all of the time that customer information has been viewable that it's a mistake for HP to "hide" some documents from customers.

Few things are more irritating than to have a problem; search the TKB and the forums; get zero hits; log a call; have the support tech get an instant hit and mail you a well prepared document that isn't available in the public KB.

This community is about self service; we can't self-serve if we can't get to the information.

My .02,
-C

[Kimberly Ann]

zzzzing....hey Patrick you missed, but it was close! Said messenger thanks you for your feedback! So, it looks like I've got to turn around and push a message the other way. Of course, document content can always be paraphrased to not look like a cut and paste job. Consider this thread closed for now.

Thanks again Patrick, Steven, Sridhar and Jeff,

-Dan