PMR Management - Tips and Guidelines
SteveWebb 0600009FE5 Visits (11188)
Matt discusses the above points from the WebSphere Process Server perspective, but the guidelines apply to all the products that we cover in this WebSphere and CICS Support blog as well, so I wanted to mention a few additional tips, and encourage you to go read Matt's post.
Matt points out that the best place to open a PMR (for most products) is by using the SR tool available on the Support Portal. If you haven't used the Support Portal yet, there are some tutorials (videos) available by selecting "? Site assistance" in the "Choose your task" section on the left side. They will show you how to create your custom Support Portal experience and add the products you are interested in. Once you select your products, Support Portal will deliver content for each product in the portlets - very handy if you have multiple products because you won't need to go to different support pages. You can expand or collapse each product's content within the portlets.
Before you open a PMR, take a look at the "Collect Troubleshooting" or "MustGather" information for the product and see if there is specific diagnostic information you should gather for a particular area of the product. For example, if you are working on a CICS Storage problem, you will find MustGathers for gathering documentation for different types of Storage problems. The Collect Troubleshooting or MustGather link is available on Support Portal in the "Featured troubleshooting links" portlet. Select the "Troubleshooting" task on the left side and you will find the main Collect Troubleshooting or MustGather link in the "Featured troubleshooting links" portlet (see Figure 1).
Take some time and explore the different tasks that are available on the left side of Support Portal. We've categorized our support content to deliver material relevant to whatever task you are interesting in. If you choose a task other than "Overview" and do a search in the "Search support" box on the top left, Support Portal will deliver content related to the task you have selected. For example, if you have "Planning" selected for task and you do a search, you will receive content that we have flagged as planning type information. If you want to search all documents within your product, make sure you select the "Overview" task and the search results will include all topics (the search will not be limited to content from just one of: Downloads, Troubleshooting, Documentation, Forums & communities, Planning, Installation, or Usage).
As always, let me know if you have any questions or comments.