Have you ever opened a tech support case by calling in, then later reviewed the case via a support web portal? Its kind of funny to see what is lost in the translation.
A couple examples come to mind.
Bluecoat.
I open a ticket asking for help allowing access to gotoassist.com. This is a citrix owned website that is in the gotomeeting, gotomypc family. According to the ticket, I was having a problem going to assist.com.
Symantec
I opened a case asking for help using SecurID to log into Symantec Endpoint Protection Manager (SEPM). They thought I was having a problem authenticating with SecurIZ. That’s right your product uses SecurIZ for authentication not SecurID. No wonder I couldn’t get it working.
These cases were successfully resolved.
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