Just in time for Christmas.... We have had another entry for the new electronic support tools releases. As you will recall, the IBM Service Request Tool released version 2.0 in October
. Well, the Service Request Tool team wanted to give our users just a bit more in 2010, so, on December 2nd, 2010, IBM Service
Request tool version 2.1 was released. Consider it an holiday gift ;-) This version provides the
Improved IBM Service
Request portlet user interface within the IBM Support Portal
Filter service request section has been reorganized to make more
sense to users, now:
The label states “Search for service requests"
The section is in an easily readable outline format.
buttons and checkboxes were eliminated reducing confusion and clutter. Instead, fields and labels were reorganized and are more self
A “Clear search” button was added to reset the filters and
the search results table.
A number of changes were made to the Search Result data table, regorganizing it and adding some
functionality to users. Specifically, the changes are listed below as follows:
in the data table have sort icons and sort the whole table, not just
the current page.
The number of results it is labeled "1 - 20 of 140 results"
pagination controls (next/previous) are on the same line as the
results summary (separated by the pipe (|) symbol).
The First /
Previous is preceded by the backwards bold arrow icon; the Next /
Last are followed by the forward bold arrow.
number of links per page are now on the same line as the pagination
by page listing (1 2 3 ... ) has been removed.
the user is on the first page of the results, the Previous link gets
hide. Likewise, last page, removes the Next link.
the table will display 20 entries at minimum, it will extend beyond
the fold and also provides pagination controls at the bottom of the
readability of the data columns by removing columns and optimizing
column with to avoid overcrowding.
request search result filtering.
drop down called “Filter by products” has been added to the My
Service Requests section of the SR portlet, to allow user´s PMR list
to be filtered by product (PID).
Integration with the IBM
Rational Web Serviceability Tool (IRWST).
which is the web version of the IBM Support Assistant Lite (ISA
Lite) application. IRWST will be integrated with SR, so that certain
users will have the ability to launch IRWST for log file attachment
to their PMR. The IRWST link will show up on the PMR number result
page. It will appear in the same location as the contact chat
module, in the right navigation of the page.
4. And finally, Help pages are now migrated into the SR application
The SR application help pages were previously hosted outside of SR.
These pages are now a part of the SR application which allows for the
sunset of the previous hosting location. This will also line up the SR
help panels with the application features since they are now a part of
the same delivery to production.
As always, stay tuned and stay connected by following this blog, ibm_esupport on Twitter or subscribing to IBMElectronicSuport on YouTube.
**Special thanks to Jesus Jimenez Valdivia for providing the content for this article.