So,

I've noticed changes with regards to the NTS setup for the APAC region and, I have to say, are quite terrible.

Not only is it extremely clear that front-line are floundering with new product sets and trying to run through a standard "trouble shooting scripts", but there is also going to be issues around ESOL when working with Australia and New Zealand. As a result, the customer has to suffer...and for those of us that have been working with the product sets and NTS for decades, this just causes a mass of frustration.

There appears to be a complete lack of common sense applied to the initial steps, but rather a rigid sticking to the "trouble shooting scripts". There is still the ongoing issue of re-requesting information that has already been supplied, customers have better things to do when issues occur than send the same information over and over and over again.

I'm concerned that the ESOL issue is also going to cause problems with understanding information provided, especially over the phone and taking into account their "newness" to the products. This doesn't fill me with confidence that the issue is going to be identified and resolved in a timely manner, and considering my current oldest SR is from 31/MAR/2016 with almost no action on it, it indicates the resolution time is just going to get longer and longer or not exist at all.

I'm disappointed with the changes Micro Focus/NetIQ have made in this area, it was semi-bad before, but now it's just unbearable.