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Old 06-07-2007, 08:49 PM   #1 (permalink)
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Default BES 4.1 and IT Command Status Verification

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The more and more I'm documenting procedures on BES 4.0 versus BES 4.1 (currently, we're on 4.0 and upgrading to 4.1 within the next month or so), I'm noticing functionality (that I formerly never cared about) missing from the latter, superior version. One of these is the status updates of IT Commands.

For instance, if you sent a Kill Handheld or Set Password and Lock Handheld or Set Owner Information command to a device, in BES 4.0, you could open up that user's account in BlackBerry Manager and click on the IT Admin tab and refresh a real-time status update for the command (Processing, Pending, Sent, Received, Applied Successfully, Error, Refused). In BES 4.1, for some reason, RIM decided to remove this ability. I'm still not really sure on their logic for doing so, as we usually try to IMPROVE productivity through upgrades. Forcing an administrator to look into the policy log files (POLC) to search and hunt through the mess that is a BES log file in order to find this command status verification ridiculously impacts productivity, as well as makes room for human errors.

We're getting ready to start handing off a lot of responsibilities to the help desk and deskside groups and possibly some others. None of these groups will have access to the log files, for obvious reasons, so there's no way of truly verifying the status of an IT command, aside from escalating a ticket for this task (not necessarily a good thing, as we're trying to address 'total time of resolution' and improving our users' overall experience within the service realm).

With that soapbox rant made, what do you guys do in this situation?
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Old 06-07-2007, 09:39 PM   #2 (permalink)
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To your point of lesser privileged users not having access to IT Command Status info, I think you're right, I'm not sure how this info can be made accessible.

However, when I send an IT Policy update for a given user I can then select the user and track the status of the update in the lower user info pane.
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Old 06-07-2007, 10:32 PM   #3 (permalink)
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Our company actually commented to RIM about this ... never got an answer ... attempt #2 will be tomorrow morning

It definitely sucks; our current solution is escalation (even though our helpdesk has access to logs). Solution in the future (if RIM doesn't "fix" it) will be something homegrown ...
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Old 06-07-2007, 10:58 PM   #4 (permalink)
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Quote:
Originally Posted by jymkata View Post
To your point of lesser privileged users not having access to IT Command Status info, I think you're right, I'm not sure how this info can be made accessible.

However, when I send an IT Policy update for a given user I can then select the user and track the status of the update in the lower user info pane.
That's for IT Policy not IT Commands. IT Commands are, as mentioned above, 'Erase Data and Disable Handheld/Device', 'Set Password and Lock Handheld/Device', and Set Owner Information. These do not have any display for status verification.

IT Policy status is just fine and peachy (although I hate the lack of an actual Refresh button, but that's neither here nor there).

My response from TSupport:

Thank you for contacting BlackBerry Customer Support.

I apologize if there has been miscommunication. When you set the owner information on an individual level you will not see the time stamp for the IT policy be updated. This is because the owner information is also something that can be altered on the handheld itself. Setting this on the individual level does not resend the IT policy therefore the time stamp will not be updated. If you want to set this on a global level, this can be done via the IT policy under the common policy group. Changing the IT policy causes it to be resent and you will see the time stamp update once the handheld has been sent the new policy.

Adding to that, I would like to take this opportunity to provide you with the link to our BlackBerry Technical Solution Center which contains answers to your support questions, technical support documentation and related resources for your BlackBerry smartphone and BlackBerry software:

http://na.blackberry.com/eng/support/


... ....

...
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Last edited by jibi : 06-07-2007 at 11:00 PM.
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Old 06-08-2007, 07:41 AM   #5 (permalink)
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Not being able to see the status of the kill command does suck .. I hope this is put back as it was where you saw it applied successfully (gave everyone some piece of mind)
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Old 06-08-2007, 07:50 AM   #6 (permalink)
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Quote:
Originally Posted by jibi View Post
For instance, if you sent a Kill Handheld or Set Password and Lock Handheld or Set Owner Information command to a device, in BES 4.0, you could open up that user's account in BlackBerry Manager and click on the IT Admin tab and refresh a real-time status update for the command (Processing, Pending, Sent, Received, Applied Successfully, Error, Refused). In BES 4.1, for some reason, RIM decided to remove this ability. I'm still not really sure on their logic for doing so, as we usually try to IMPROVE productivity through upgrades. Forcing an administrator to look into the policy log files (POLC) to search and hunt through the mess that is a BES log file in order to find this command status verification ridiculously impacts productivity, as well as makes room for human errors.
WOW, that seems very short-sighted for a newer version. I don't use that feature a LOT, but when I need it (i.e., resetting someone's password), it comes in quite handy to let the person know "I see that the device has received the password, did you just get the 'accept over the air password'?"

I am admitedly not good at digging thru log files, so this will be a challenge for me. Thanks for the heads up on the step back.
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Old 06-08-2007, 12:19 PM   #7 (permalink)
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Quote:
Originally Posted by jibi View Post
That's for IT Policy not IT Commands. IT Commands are, as mentioned above, 'Erase Data and Disable Handheld/Device', 'Set Password and Lock Handheld/Device', and Set Owner Information. These do not have any display for status verification.

IT Policy status is just fine and peachy (although I hate the lack of an actual Refresh button, but that's neither here nor there).

My response from TSupport:

Thank you for contacting BlackBerry Customer Support.

I apologize if there has been miscommunication. When you set the owner information on an individual level you will not see the time stamp for the IT policy be updated. This is because the owner information is also something that can be altered on the handheld itself. Setting this on the individual level does not resend the IT policy therefore the time stamp will not be updated. If you want to set this on a global level, this can be done via the IT policy under the common policy group. Changing the IT policy causes it to be resent and you will see the time stamp update once the handheld has been sent the new policy.

Adding to that, I would like to take this opportunity to provide you with the link to our BlackBerry Technical Solution Center which contains answers to your support questions, technical support documentation and related resources for your BlackBerry smartphone and BlackBerry software:

http://na.blackberry.com/eng/support/


... ....

...
Oop! My apologies. I mis.understood
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Old 06-09-2007, 05:28 AM   #8 (permalink)
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You do kind of get confirmation of the kill because the user's data clears out of their user line in BES 4.1. Back to Username and Initializing.

If the data stays intact the kill hasn't gone through.

No confirmation of other IT commands as far as I'm aware.

Sfez
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Old 06-09-2007, 10:05 AM   #9 (permalink)
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It really sucks that you can's see if an IT Command was applied succesfully in 4.1 like it was in 4.0.
As an alternative we now use Tail for Win32 to look at the POLC log if the erase data and disable handheld was executed succesfully.
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Old 06-14-2007, 11:19 PM   #10 (permalink)
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it's now included in 4.1 SP4
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Old 06-15-2007, 06:24 AM   #11 (permalink)
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and our helpdesk is now happy again.
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