Bridging the gap between clients and IBM TRIRIGA Support
doboski 310000SJR4 Comments (2) Visits (10821)
I am new to the IBM TRIRIGA Support organization, working as a Level 2 Support Engineer. It has been my observation when reviewing PMR's that there is a lot of time spent going back and forth between the customer and the support engineer. It seems to me that this is due, in part, because not enough information was initially provided. Many times I have seen, in a PMR, that the customer is getting some error. Sometimes they just say they are getting an error or they may report the specific error with no information about how it happened, what version they were using or what they were doing. Many times there are vague steps with our client thinking that TRIRIGA engineers should know what they are trying to do.
I wanted to share what happens in support so that clients might understand why information about a problem is so important. When support receives a PMR we try to reproduce the issue based on the information given to us. If we are not given enough information, we are forced to collect it by making requests that can take days or even weeks to accomplish. Time zones play a role where each email can take a full day to get to the right people and get a response. In some cases, if we are provided with not enough information we may fail to replicate the problem which does not mean it is not an issue, it just means we may have replicated incorrectly because we are missing information or there are configurations or customized workflows that we do not have. There could be something in the way that the customer is doing something versus how the support engineer is doing something, because with software, there can be more than one way of doing something. If we need to get additional information it just takes that much more time.
We recognize that your time is valuable and it can be frustrating going back and forth to get the necessary information to reproduce an issue. What would help us in IBM TRIRIGA Support, is when entering a PMR, clients provide detailed step by step instructions as if you were asking your non tech-savy grandmother to reproduce. It may sound corny but it really is all in the details. As I mentioned, there could be more than one way to do something and left to our own devices, we might not do it the same way as you (the customer), so the more details the better.
If you have ever cooked and followed a recipe you are following steps. You might think of that approach for entering your steps to reproduce an issue.
Your time is valuable and we recognize that. The more detailed you are with your initial entry on the PMR, the less time spent going back and forth trying to get the steps and more time can be spent on reproducing and resolving your issue.
Remember, we do have a document we often call a “Must Gather” or “Information To Collect” document for TRIRIGA PMRs. You should always submit this when you open a PMR. You can generally fill it out and save it so you always have it handy to attach to PMRs, just remember to update it when something changes. See it here: