We are pleased you chose IBM to provide high-quality solutions for your business and information systems needs. As part of IBM's ongoing efforts to improve the service we provide, and in response to client feedback, Rational is making a series of changes to enhance its delivery of technical support. Outlined below, you will find details about these upcoming changes. We thank you for using IBM and look forward to continuing to provide you with the world-class technical support you have come to expect from our team.What questions do you have?
Currently, when calling for technical support on several Rational products, U.S. and Canadian Passport Advantage (PA) customers experience live call transfers to our technical support teams. With the remaining products, PA customers experience our call-back mode of support. This provides an inconsistent support experience, prevents us from routing the call to the appropriately skilled technical support engineer, and live call transfers often result in extended wait times that impact our clients’ ability to focus on other important business matters.
Based on feedback received from IBM clients, and after evaluating alternative support delivery models, we will be changing the model by which we handle the initial receipt of support calls for the Rational ClearCase and ClearQuest product lines.
Effective September 8, 2010 , all Passport Advantage remote technical software support for the Rational ClearCase and ClearQuest product families will be provided exclusively in call-back mode. You can expect a more consistent support experience, improved skill-based routing, and will gain flexibility in managing your time when interacting with our support team.
You will still be able to open support requests electronically via our Web-based Service Request (SR) tool . This option allows you to provide very detailed information about your issue and environment with the same response times you will experience via the call-back model above.
Additionally, our customers tell us that increased access to information and the ability to be self-sufficient in finding the solutions they need when they need them is critical to effectively managing their software implementations. The award-winning IBM Support Portal allows you to streamline it to meet your specific product information needs and ensures the resources you require are always at your fingertips. If you haven’t visited the Support area of our website recently, we invite you to take a fresh look at the IBM Support Portal.
All of us in the Rational Client Support organization look forward to assisting with your software support needs. We are here to help you achieve maximum benefit from your investment in IBM software and support services.
As a Passport Advantage Customer in the U.S. or Canada, how will my support experience change when I need assistance with a ClearCase or ClearQuest issue?
Currently, when PA customers phone Rational support in the U.S. and Canada, their call is answered by a representative at one of the IBM Call Center teams. This representative :
1. Greets the customer and asks for their IBM Customer Number (ICN)
2. Checks the customer has a valid contract entitling them to support
3. Notes a brief description of the problem and opens a PMR (Problem Management Record)
The Call Center representative then either transfers the phone call directly to the appropriate technical team's phone line or tells the customer to expect a call back from a technical support engineer. The live transfer or call-back is determined by the product requiring support (currently some product lines support live call while others function solely via the call-back model) On September 8, 2010, the following will change. After a PA customer’s PMR is created for the ClearCase and ClearQuest product lines, the Call Center representative will let the customer know that a technical support engineer will call them back within two business hours based on the customer’s local time zone. There will be no live call transfers for these products for PA customers.
Is there any change to the electronic support provided by Rational Client Support?
The SR (Service Request) tool and process our customers use when they wish to submit problems over the support web site remains unchanged. Our clients can expect the same response times as those experienced via our call-back model.
Notes from Rational Support
Please see below for an important announcement for our ClearCase and ClearQuest clients:
edwin_screen 120000E2T2 Marcações:  rational program avp complex value accelerated rational-client-support iceberg 5.329 Visualizações
The Tip of the Iceberg
Growing complexity in a heterogeneous environment is todays IT challenge, but there is nothing new about that! Maintaining a high availability of the IT-infrastructure often comes down to reactively fixing technical issues, involving many different parties and is an important responsibility of the organization’s IT-support team. However, these types of activities are just the tip of the iceberg. In order to maintain a high level of availability, the risk of having longer than expected downtime and loss of productivity is high when we turn to reactive support only. There is a lot more that organizations implement to reduce these risks.
For this, predictability is critical and by proactively avoiding risks, IT-support teams are much more capable of providing a robust environment to their users. Providing proactive support starts with planning initiatives and aligning any support related activities such as analyzing the impact of upgrades and migrations and coordinating knowledge transfer. To achieve this it is essential to have direct access to a large network of expertise and to bring teams and knowledge together. This allows for the successful setting of the right priorities and getting the right attention, which must be a collaborative effort of the organization and its suppliers.
The Rational Accelerated Value Program is designed to provide Essential Lifecycle Services that enhance and improve your productivity over the full range of the solution lifecycle. Don’t settle for the Tip of the Iceberg!
Please visit the Accelerated Value Website for more information: http://www.ibm.com/software/rational/support/tsas/
Sumant Renukarya 270002B42N Marcações:  rational work-items how-to rational-team-concert export rational-client-support 5.329 Visualizações
It is possible to export and import the work items from a repository to another. Here was a unique situation, which demanded additional work.
We were trying to export workitems to CSV and import it in to other repository. It is possible to get the XML data entered in an attribute of a work item upon export, if that attribute is of the type wiki or HTML. However we had an attribute of the type largeString, which had XML content as the data for this attribute.
Exporting the work item to CSV in this case did export the attribute but not the XML data to CSV.
==> Here are the steps that we took, to bring the XML content from the attribute of the type large string at the target project area. It makes use of Temporary HTML attribute for this cause.
4. Apply the script to the LargeHTML attribute.
Please note, the use case mentioned here may not be applicable to all users performing an export and import, as this was a unique situation with a non-typical solution.
AcdntlPoet 2700019V2G Marcações:  rational-application-deve... rational-client-support dw rational community 5.329 Visualizações
It's Presidents Day here in the U.S. and Family day in Canada, which both mean site holidays for a good number of us. But have no fear, we'll be back tomorrow with our normal daily posts bringing both technical content and other interesting content to help you become the go-to person for solutions and a thought leader in your own organization!
Don't think we're leaving you stranded though... If you're unlucky enough to be stuck at work today, here's what went live on developerWorks Rational last week, which will hopefully help you fill those slow holiday hours before quitting time
The 10 most-loved articles about Rational software from 2011 Create a multichannel portlet application with Rational Application Developer, Part 2 Create a multichannel portlet application with Rational Application Developer, Part 3 This week we are also highlighting the Rational Community on our home page: Rational community: We invite you join to learn, experience and share: https://www.ibm.com/developerworks/mydeveloperworks/groups/service/html/communityview?communityUuid=e4210f90-a515-41c9-a487-8fc7d79d7f61
Create a multichannel portlet application with Rational Application Developer, Part 2 Create a multichannel portlet application with Rational Application Developer, Part 3 This week we are also highlighting the Rational Community on our home page: Rational community: We invite you join to learn, experience and share: https://www.ibm.com/developerworks/mydeveloperworks/groups/service/html/communityview?communityUuid=e4210f90-a515-41c9-a487-8fc7d79d7f61
Create a multichannel portlet application with Rational Application Developer, Part 3 This week we are also highlighting the Rational Community on our home page: Rational community: We invite you join to learn, experience and share: https://www.ibm.com/developerworks/mydeveloperworks/groups/service/html/communityview?communityUuid=e4210f90-a515-41c9-a487-8fc7d79d7f61
This week we are also highlighting the Rational Community on our home page:
kellypuffs 06000168YK Marcações:  article developerworks uml ocl rational-software-archite... rational-system-architect dw modeling infosphere-data-architect 5.327 Visualizações
Three new Rational articles were published yesterday to developerWorks:
Performance test results for scalability of Rational System Architect 11.4, by Kevin P Calandrella and Ryan R. Schmitz