How Do I Find Help on TRIRIGA?
doboski 310000SJR4 Comment (1) Visits (7738)
As my role as a new TRIRIGA L2 support engineer grows, I can see many ways a client can help expedite the resolution by following simple best practices. Knowing where to find information and how to use it is a key factor. Let's face it, there is a lot of information out on the IBM sites not to mention the internet. Sometimes it can be overwhelming so I'd like to go through some of the tools available to our users and explain what they are.
Document Control Facility documents (DCF's) - are technotes. Sometimes they are based on a client who had a particular issue and how it was resolved. Other times they may be knowledge our team has and wants to share or clarify. The resolution could be a fix that is in a fixpack or it could be a mis-understanding of how the functionality should be used. One of the most powerful IBM support tools for finding content is our support resource pages. The link below will take you to the TRIRIGA Support Resources page where you will find the most relevant links to most of our client needs. In addition, you will find tabs at the top of that page that will take you to a TRIRIGA help page where single click buttons allow you to quickly find relevant documents to the subject you are searching. Of course you can always search using Google and much of our content that is not protected is indexed there. Content is always being added, so keep on checking.
Communities - IBM has developed these communities that people can join that relate to a particular indu
This is where you will find some of the many blogs written by people from IBM who have information to share about TRIRIGA. You have the capability to set up notifications to be daily or weekly, so you get notified of when there is something updated and you may want to read. A good idea is a weekly notification where you get a summary of what has been added during the week, so you can then scan and determine what you may or may not want to read.
In addition to blogs, one very powerful aspect of the TRIRIGA community is forums. These are monitored by people from support, development, documentation, services, other clients and more. If you have a question that falls outside the scope of support, for example, a customization question, you can ask it on the forum and you have a world of people who may be able to help you answer it.
Social Media - if you regularly inter-act with a support engineer, you might want to consider following them on LinkedIn, Twitter, or Facebook. They might post / tweet something that will point to a blog post or a community that might be worth a read. It is yet another way to keep informed about the latest news. Depending on how often you use social media, it can be a quick way to find out about something without having to wait for your weekly notification to read about it. You might also hear about upcoming user group events this way as well.
YouTube - You can find some good how to videos if you need to know how to do some
User Groups - User Groups are a great way to meet other customers and talk about how they are using the product, especially if they are in the same industry as you. They might have found a way around some problem that you are experiencing. Plus you are able to meet IBMer's face to face and ask them questions or find out what is up and coming about the products. They can be as large as IBM's InterConnect which encompasses many software products. Or there are the smaller, regional user groups like TRIMAX which only covers TRIRIGA and Maximo products. These are a valuable way to get information. If you can, you should try to go to one.
How do all these tools help the client? It is sharing information that the client might otherwise have to enter a PMR. Depending on the complexity of an issue, a PMR requires considerable data collection and replication of issues to determine if it, in fact, works as designed, is a defect or may be user error. All these information avenues puts the client in the driver seat. They might see something they might want to consider using in the future or can avoid entering a PMR. It's all about sharing information and staying current.