Some time ago I opened a support ticket in IBM about a really tricky issue with DAOS:
a few attachments referenced in the DAOS system could not be opened by the Domino server itself (error shown both in Domino console and to the Notes user). Not all, just a few hundreds attachments.
The ticket escaleted weeks after weeks, but the support group could not help me, also I had the feeling they wanted to close the ticket asap...
After a while I contacted Ed Brill who was so polite to also involve IBM Support in the US:
after some hours I got a call from Rick Catania, from Austin (Texas).
Rick was really driven to help me:
we started to work together remotely, collecting all the info needed and making a Domino test environment to reproduce the problem.
He found out the cause of the problem (*) and also suggest a smart and unsupported way to recovery the wrongly encrypted files in the DAOS repository (even though some conditions must be verified before starting that dangerous activity, maybe I will write about it in later post).
It is a while since Rick solved the ticket, I was a "little" bit busy, but I really appreciated the job he did:
you know, often we complain about slow/useless tech support (I had some cases also with other big vendors), but when you meet somebody really nice and smart you need to thank him/her publicly, it's fair:
thanks Rick & Ed for you help, people like you make IBM a great company.
this is not s promotional post, it's a true storie and I did not get paid to write about it! :-D
a server id switch between a test server id and a production server id,
with encryption first enabled and later disabled, somehow problem generated by the customer-