Hello, Barbara. I have searched the IBM Service Request (SR) Support Team ticket history and could find no submission from you. It appears that last service request you managed via the SR application was in October. Much has changed since then to support the System z community in advance of the January 31 announcement.
On the other hand, I can see that Don Williams has submitted eight since the announcement. I have reviewed those, and hopefully they helped Don with using SR. His feature/usability concerns were forwarded to the product development team and many have already been prioritized for future releases. I feel it is important to note that the current version of IBM Service Request (SR) was designed based upon criteria provided by SoftwareXcel and general System z IBM stakeholder input. It was demonstrated to and tested by a good sampling of the ServiceLink/ETR customer base and has been through extensive user experience reviews. SR has been in production for two years and is based upon predecessor tools (ESR and SSR) that were in production for many years before that. SR processes roughly five times the service request volume of ETR today and is designed to support a common IBM business process and customer work flow. While SR is by no means a "student project" that was "coded by clickers", it could always stand improvement. We have already taken action on much of this community's feedback and have accepted more for future evaluation and release. I posted links in another thread that may be of help, including my presentation to SHARE this past August. I am reposting them here as well. SHARE presentation - http://share.confex.com/share/115/webprogram/Session7726.html SR Online Support - http://www.ibm.com/support/servicerequest/help SR Email Support - [email protected] Technical Note - https://www-304.ibm.com/support/docview.wss?uid=swg21469299 Thanks, Christian Christian Gilmore Distinguished IT Architect Problem Reporting Infrastructure Initiative Leader IBM Worldwide Technical Support Transformation On Tue, 8 Mar 2011 22:50:51 -0600, Barbara Nitz <[email protected]> wrote: >Don't worry, IBM does get the SR complaints voiced here. They just don't act >on it! After my last complaint in December about SR, they apporached me to >get 'more opinion'. If they can't figure the facts from those I provided in that >post, it is hopeless! > >Given that that application has been coded by clickers, they have no clue >(and probably didn't even look at ETR) how to design things with our platform >in mind, too. And to put insult to injury, they make the same mistakes in >design choices as those did that developed the PC front end for retain in the >late nineties (back when I was IBM) that was forced upon level1 and 2. I >tested that PC front end then, gave feedback and went back to the much >more user-friendly retain! As did all those that can remember the retain >commands. I obviously don't know who uses what today. > >Barbara Nitz ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to [email protected] with the message: GET IBM-MAIN INFO Search the archives at http://bama.ua.edu/archives/ibm-main.html
