The Myth of a Pro-active PMR
schnoodle 060001X0JY Visits (4536)
Every now and then in support, a PMR is opened by a customer as a "for your information" (FYI) to IBM. This used to be called a "pro-active" PMR. There seems to be a misconception that opening a PMR "just in case" your company needs help - say over the weekend - that this expedites matters. This is a myth: opening a PMR for a problem that hasn't yet happened does not serve any purpose.
There's also another option - become an Acce
In the same vane, there is no purpose served in opening a PMR or keeping a PMR open when no work is being performed. For example, I have had Severity 1 PMRs opened whereby "root cause analysis" is desired. However, either the necessary data was not gathered at the time of the issue (for example - thread dumps during a performance issue) or IBM is waiting for data to be produced to be analyzed. The time to open a PMR is when you have the data gathered and are able to post it to the PMR. If an analyst requests closure of a PMR where little or no work has been done or can be done, please allow them to close this.
In conclusion, save yourself and IBM time and open the PMR when the problem occurs and gather the data necessary for IBM to shorten the time to resolution.