IBM Support

Submitting an Effective PMR

News


Abstract

When submitting a PMR , please make sure you provide as much information as you have. This allows the team to troubleshoot , transfer & resolve the cases faster.

Content

When submitting a PMR , please make sure you provide as much information as you have. This allows the team to troubleshoot , transfer & resolve the cases faster. The First step on submitting an effective PMR , is understanding the required fields. Please see the short description for each one :

Field
Description
Title
  • Short description of issue
Problem Description
  • Provide detailed description of the reported issue
  • Document EXACT steps to reproduce the issue. Write this in A/B fashion. Step by step.
  • Provide site url and credentials if available to access
  • Document course/content titles used to reproduce the issue
  • Let us know the time & date the issue happened as this will narrow down the entries on logs
Severity
  • Choose between the 4 severity levels.
System Down
  • Mark this only if your site is completely non responsive
Impact
  • How does this problem affect your business operations?
  • Are there any deadlines or projects that depend on resolving this problem? If so, please provide the dates.
  • Document the business impact of the issue in case we need to do a patch request
Additional Information
  • Document browser and exact version the reporter is using and if the issue exists across other browsers they use
Select File to Attach
  • Add logs to the cases.
  • Attach screen captures, documents or videos to case for visuals
  • Provide content (native , content or SCORM )

Effective PMR Sample

Field
Description
TitleCannot upload content
Problem DescriptionWe are unable to upload content to any of our sites. We go to add an offering to a course, and then when it comes to uploading the file, it just hangs and never uploads.

Steps:
1) Create an Offering. Select the attached content package and use it .
2) Select SCORM 1.2 ( we have tried with and without Strict Mode)
3) Import .. nothing happens

We have tried this over multiple days on multiple log ins and machines, and the result is the same every time.
URL : xxx.kenexa.com/pe/mycompany

Credentials : sysadmin / ser3234sdfw3

Severity2
System DownNA
ImpactWe need to roll out training to a major group in 5 days.
Additional Information Browser: IE10 x IE11 x Firefox x
Version: 4.2.2(13.2.2153) x
Select File to AttachImport not completing.png
Screenshot Settings. doc
Video Demonstration.zip

Effective PMR Submission – Best Practice.pdfEffective PMR Submission – Best Practice.pdf

[{"Product":{"code":"SSDN58","label":"IBM Kenexa LMS"},"Business Unit":{"code":"BU055","label":"Cognitive Applications"},"Component":"Not Applicable","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"Version Independent","Edition":"Edition Independent","Line of Business":{"code":"","label":""}},{"Product":{"code":"SSRPA5","label":"IBM Kenexa Mobile Content Builder on Cloud"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB27","label":"Talent Management Solutions"}},{"Product":{"code":"SSDN6Y","label":"IBM Kenexa LCMS"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB27","label":"Talent Management Solutions"}},{"Product":{"code":"SSRQ9T","label":"IBM Kenexa LCMS on Cloud"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB27","label":"Talent Management Solutions"}},{"Product":{"code":"SSDN47","label":"IBM Kenexa LCMS Premier"},"Business Unit":{"code":"BU055","label":"Cognitive Applications"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB27","label":"Talent Management Solutions"}},{"Product":{"code":"SSDN2J","label":"IBM Kenexa LCMS Premier on Cloud"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB27","label":"Talent Management Solutions"}},{"Product":{"code":"SSDN58","label":"IBM Kenexa LMS"},"Business Unit":{"code":"BU055","label":"Cognitive Applications"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"","label":""}},{"Product":{"code":"SSQV8F","label":"IBM Kenexa LMS on Cloud"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB27","label":"Talent Management Solutions"}},{"Product":{"code":"SSDMNJ","label":"IBM Kenexa Participate"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB27","label":"Talent Management Solutions"}},{"Product":{"code":"SSDMMH","label":"IBM Kenexa Participate on Cloud"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB27","label":"Talent Management Solutions"}}]

Document Information

Modified date:
19 August 2022

UID

swg21903100

Page Feedback