Notes from Rational Support
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.
mquimby 060001FAVB Tags:  hot-support-content ibm-education-assistant quality-management rqm testing education qm multimedia rational-quality-manager top-content iea 5,042 Views
Here is another update to the IBM Education Assistant site for Rational! A new module is available that demonstrates how to use the Excel Importer tool for Rational Quality Manager:
What is IBM Education Assistant? IBM Education Assistant is a collection of multimedia educational modules designed to help you gain a better understanding of IBM software products and use them more effectively to meet your business requirements.
Take a tour of IBM Education Assistant
Find more great education modules here.
For those of us around the U.S celebrating Independence day today: we hope your beer is cold and your barbeques are hot; find some shade and enjoy the relaxing day. Then grab a lawn chair and enjoy the fireworks displays tonight!
Here at Notes from Rational Support, your intrepid blog authors are off on holiday until Monday the 9th, but we've queued up some posts we think you'll find quite useful between now and then.... as always we welcome your comments and feedback here on the blog, through twitter, or on our Facebook posts.
image credit: (c) 2012 all rights reserved by Jason O'Donnell
We always listen to feedback for a wide variety of our content. You might be familiar with the feedback form we provide on the bottom of our technotes. One of the fields lets us know if the content helped you achieve your goal:
We would like to know the same for our YouTube videos on the IBMRationalSupport channel! We now include a reminder in our videos that you can use the Like or Dislike buttons:
Did the video help? Click Like! Did it fall short of helping you? The Dislike button is there, too. Of course, there is also the comment section for each video that you can use for detailed responses. Know that unlike technote feedback, YouTube comments are not anonymous.
Keep the other buttons in mind, too. You can create your own playlists and add our videos using the Add to button. You can also use the Share button to share the videos through embedding, email, or social networking channels. We would love for you to spread the word!
Rajeshavanthi 2700022MCX Tags:  rational-quality-manager rit rational-client-support rational rational-clearquest 5,037 Views
Under IBM Rational Quality manager (RQM) v3.x release onwards, during the course of creating a new defect work item, you are allowed to select the record type. Below are 2 such scenarios where the record types differ between older (2.x) and newer versions (3.x onwards) of RQM.
The functionality to select record types ( RQM/CQ integration) was added via RFE 25717 in version 4.0.1; this is the current default behavior (i.e. functioning as intended).