KACE Product Support Question
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11/18/2015 2978 views
I opened a ticket with Dell Kace on October 15th, 2015 because we started seeing this error. This problem still exists and support doesn't know how to fix it. I went for a week without any update on the ticket via email or by calling their support desk. I had to call and demand to speak with someone and was on the phone for over 2 hours while a technician looked at our problem and could not fix it because we can't view tickets. We found 63 tickets that were sitting in unassigned that we couldn't see because we get the above error message using the built in views, custom views and advanced searches. We did 2 WebEx meetings for them to turn rules off and on and say well we don't know what the problem is. Yesterday I get an email telling me to extract the tickets to an Excel spreadsheet to see if I can figure out what tickets are causing the problem. If I knew what the problem was I would have fixed it long ago. Today I get an email asking if they can close my ticket? HELLO we are still having a problem so why would support even think about closing this ticket.
We are on version 6.4.119927 and did not have this problem until we went to this version.
Is or has anyone else experienced this and if so what resolved it?
I usually am an advocate for this product and it has saved us time and money but the support that we are receiving is less than acceptable anymore.