A guest posting from Christian Glockner, Rational Client Support, EMEA...
Help us help you!
While we do our best to prevent problems from happening in the firstplace, sometimes there's just no way around opening a PMR in order toget support from us.
Whether you open your PMR through ESR, by e-mail or over the phone, oneof our Technical Support Engineers (TSEs) should contact you within twobusiness hours of opening the PMR.
Most of the time, this first contact consists of the TSE asking formore details, be it regarding your setup, the exact circumstances ofthe problem, or other details that are required for us to efficientlyresolve your concern. And it's only after we've received these detailsthat we can actually start to investigate.
We'd love to change that, because we know that time is money and thatyou want the solution as soon as possible - and rightfully so. But weneed your help to make that happen.
So what can YOU do to help us help you?
It's a few simple things:
- Tell us what you're using!
Which Rational products are involved and what versions are they at?
What Operating System are you running on, which database vendor are you using, etc?
Providing this information right at the start of the PMR allows the TSEworking on it to have a clearer picture of the environment at hand. Thedetails we need obviously depend on the products involved, but ingeneral: the more detail the better.
- Tell us what's going on!
When you open the PMR, describe the situation you're running into.
Why are you contacting us, what concerns you?
Are you getting error messages (if so, which exact error message)?
Include all details that you deem helpful, such as screenshots, even viewlets help.
If you have steps to reproduce the problem, include them.
By the way, Rational Client Support has implemented the Kepner-TregoeResolve methodology to achieve a systematic and logical process inproblem determination and resolution. So if you are familiar with the methodology, simply provide us with the Problem Analysis and we'll take it from there.
- Tell us how urgent it is for you!
We want to make sure we set the priorities right on your issues, and infact only YOU can tell us how urgent things are for YOU. If you haveany deadlines you need to meet, tell us.
What's at stake for you? Let us know!
Keep these three things in mind (Environment, Situation, Urgency) whenopening a PMR, and you can be sure that we can get started on yourrequest right away.
You see: It's a win-win for both of us.
Christian Glockner is a Technical Support Engineer in Rational Client Support, based in our Amsterdam office. He rocks.
One of my absolute FAVORITE bits of support tooling we have in our toolbelt is the Software Support Toolbar.
A cross-Software Group electronic support initiative,
Representativesfrom each brand [Tivoli, Lotus, Rational, Websphere, and Information Management] have come together to compile the most sought afterBrand-specific pages. Even though there are common links between thesebuttons, custom entries from each Brand truly make this toolbarvaluable for your support toolbox.
It's a super-cool, lightweight, easy to install browser extension (Internet Explorer and Firefox) that provides one-stop shopping for all your support needs.
It's a dessert topping AND a floor wax!
And you don't have to take just MY word for it.
Check it out. And let us know what you think.
kellypuffs 06000168YK 5,647 Views
On February 20, 2009, Virgil Titarenco, Rational Telelogic Customer CareManager, will be conducting a Customer Orientation Webcast, gearedspecifically for our new Telelogic clients, but open for anyone toattend. Details on the webcast appear below:
We are inviting you to attend our February 2009 Customer OrientationWebcast, and ensure that you get the maximum utilization out of yourIBM products.
During this informative 45 minute presentation and Q&A, I'll explain how to:
If you know any people in your organization that are involved inadministration or utilization of any Telelogic products, please letthem know about this webcast that can be helpful in introducing them toIBM Support.Also, as a reminder, please check out our Telelogic Support Overviewpage on ibm.com, for important links and FAQs about the Telelogictransition and to help you find the information you are looking for.
I look forward to meeting you at our next webcast!
This webcast will take place on February 20, 2009, 01:00 PM EST. You can participate using the http://www.webdialogs.com link and the Conference ID: COGITOS.
For audio the US Toll free number is 1-866-907-1016, participant passcode: 910409.
February 17 is coming up fast.
What's February 17th?
Our CCRC Open Mic Call, that's what!
A new thread has been opened on the ClearCase developerWorks forum, where we are soliciting your input ... please feel free to post your questions on the thread, and be sure to join us on February 17th at 1pm EST to talk with some of our resident CCRC 7.0.1/7.1 experts.
Hope to "see" you there!
Found a nifty technote on ibm.com that I thought would be good to share here, as it contains several tips on how to get to the right kind of assistance you need:
Told you it was good.
PUBLISHED: Topics on Version 7 of IBM Rational Developer for System z and IBM WebSphere Developer for System z
A new IBM Redbook is now available: Topics on Version 7 of IBM Rational Developer for System z and IBM WebSphere Developer for System z. Get it here.
Part 1. IBM Rational Developer for System z
Chapter 1. Using IBM Rational Developer for System z Version 7.1 to work with COBOL programs
Chapter 2. Scenario for problem determination tools with Rational Developer for System z
Chapter 3. The Rational Enterprise Software Configuration Management (ESCM) implementation
Part 2. IBM WebSphere Developer for System z
Chapter 4. Traditional and modern application development tools
Chapter 5. Enterprise Service Tools
Chapter 6. Web service enablement for an existing CICS application
Chapter 7. Web service enablement for an existing IMS application
Chapter 8. Service Flow tools
Chapter 9. Menu Manager
Chapter 10. Core System z remote development
Chapter 11. Software Configuration Management support in WebSphere Developer for System z V7
Chapter 12. Sample implementation of a CARMA RAM
Chapter 13. IBM System z server components
Chapter 14. Connecting to CICS
Chapter 15. Using IBM WebSphere Developer for System z with local COBOL, TXSeries, and VSAM (SFS)
Chapter 16. z/OS Database Application Generator
Appendix A. Source script for the build engine
Appendix B. Additional material
Yup, no longer do you get wonderful hard-copy manuals when you purchase IBM Rational software.
Printed manuals are SO last century.... out-dated from the moment they are printed. They did look ever so nice on my bookshelf, however.
Now we have InfoCenters. All the information you knew and loved in your manuals is available on-line.
"ButbutbutBUT," you say, "what if I want something to carry into the server room with me?"
You can create PDF files and print out your own copies. Click on the link above (to the ClearCase 7.1 Infocenter) and scroll down to the bottom.
Under the Help System Overview section are links for creating your own PDFs or printing out topics. (If I can ever figure out why my screenshots are broken, I'll update this post with them.)
Hope this helps.
Jason O'Donnell, Rational Telelogic KM/eSupport, shares what's been keeping him busy over the last few months:
On Monday February 2nd, 2009, Telelogic Support began working as IBMRational Support. The same great support engineers are still in place,just under a new name!
The Telelogic Support Site has been updated to reflect these changes andbegin guiding clients to the appropriate Telelogic product resources onibm.com. The Telelogic Support Site will remain available in aread-only state which will end in July 2009. At that time the site willbegin redirecting to IBM.com resources.
To aid you in this transition a browser toolbar has been designed byIBM specifically for existing Telelogic Support clients to centralizethe essential support pages for all your Telelogic Product Supportneeds. You can download and install the Telelogic/Rational SupportToolbar from:
Additionally, you may find the Rational Support - Telelogic support overview page located at http://www.ibm.com/software/rational/support/telelogic/
This page contains a one-sheet reference guide about how to contactsupport in your geography. This also includes the latest Telelogicsupport transition communication, Frequently Asked Questions (FAQs), aswell as the details about how to begin navigating IBM Software Support.
Taking our cue from our good friends in Lotus, Rational Support will be hosting its first in a series of Technical Exchange Open Mic calls on Feb 17, when the cool kids from the ClearCase support teams will gather to answer your questions about ClearCase Remote Client 7.0.1/7.1.
We're still ironing out the details, but bookmark this page to learn more and stay apprised of developments in this space. And let us know what other topics you'd like to see in the future.