Enhancements-Why you need your IBM rep.
RayTseng 100000KB37 Comments (2) Visits (3424)
Inevitably while using WebSphere Process Server (or any other IBM product) you may run into a a situation when the product is not behaving the way you would like.
Why can't Support open up the enhancement request and be done with it?
While IBM encourages customers to provide feedback and enhancements to the product, submitting an idea for an enhancement is just the first of a multistep process in getting a new requirement into the product. In considering enhancements to the product, there are always more good ideas than can be accepted into any release and a finite amount of resources to create changes. The requirements must be prioritized, and the lower ranked requirements will be postponed for future releases. In this prioritization, the review teams takes into account the business and financial impacts of your request.
Support or IBM Rep?
While the Support team does care about the overall success of our customers, the nature of our work involves switching between various customers many times a day and mainly only in a technical perspective. A support engineer would not in good faith be able to champion your requirement and present it to the Review boards. This task is best suited for your IBM rep who understands your specific business needs. Additionally, often times there may be requests for further details on your enhancement. Again, given the rapid switching between cases and customers, a Support Engineer may not be able to provide the dedicated focus to followup on the enhancement on your behalf.
In summary, coming up with the idea for an enhancement request is only the first step in getting a change into the product. The more you participate in the process, providing technical details and business effects, the sooner you may see the change implemented.