Coming off of the holidays is always a bit rough... so to make it a bit easier on us, and still provide you with quality content, we're taking a trip in the way-back machine to re-run a blog post from February of 2009... we think you'll find it is still relevant and useful today!
Situation, Environment, Urgency (original posting here)
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 first place, sometimes there's just no way around opening a PMR in order to get support from us.
Whether you open your PMR through SR, by e-mail or over the phone, one of our Technical Support Engineers (TSEs) should contact you within two business hours of opening the PMR.
Most of the time, this first contact consists of the TSE asking for more details, be it regarding your setup, the exact circumstances of the problem, or other details that are required for us to efficiently resolve your concern. And it's only after we've received these details that we can actually start to investigate.
We'd love to change that, because we know that time is money and that you want the solution as soon as possible - and rightfully so. But we need 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 TSE working on it to have a clearer picture of the environment at hand. The details we need obviously depend on the products involved, but in general: 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 screen shots, even viewlets help.
If you have steps to reproduce the problem, include them.
By the way, Rational Client Support has implemented the Kepner-Tregoe Resolve methodology to achieve a systematic and logical process in problem 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 in fact only YOU can tell us how urgent things are for YOU. If you have any 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) when opening a PMR, and you can be sure that we can get started on your request 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.