An issue with production was handled by Scribe as follows; no one from Scribe Support ever contacted, as it was promised, to help with that support call. No response in getting the password fixed, either.
Please wait for a site operator to respond.
You are now chatting with 'Steve G'
Steve G: Hello, thank you for contacting Scribe Support. May I have your email address and company name please. Is this call for Scribe Insight or Scribeonline?
you: Hi Steve
you: John Doe xxxx@zzzz.com Insight
you: Incident 99999 to continue
Steve G: Is this case still open?
you: yes
Steve G: ok, checking into it.
Steve G: Ok, case was closed. If you need to, please re-open the case and update with current situation.
you: We can open up a new case; having a production issue needing immediate attention
Steve G: ok, use isupport and open the new case, it will be picked up by next available person.
you: Are you saying that you are not available?
Steve G: I am currently working with another customer, please open the case through iSupport, indicate the urgency so that it can be picked up.
you: It's a very unprofessional support!
Steve G: I can open the call for you, add it to the queue and next available person will pick it up. Who is the customer, what version of Scribe and what is the issue?
you: My login is not working
Steve G: ok, just provide the information and I will open the call for you.
you: Someone just open up 88888
you: Was that you?
Steve G: No, that was opened from isupport due to the password login issue.
you: I just clicked on "Forgot password"
Steve G: Thats how the support program responds to the password issue.
Steve G: I will open the case for you to save you some time. What are the details of the issue.
you: 1. Query Publisher is not running. 2. Execution Log won't open
you: How do I manually run a Query Publisher or Integration Process?
