Hi Don,
Well said. I am not against change. But, at least in the land of the mainframe, our careers focus on making and implementing changes that work, not just to the developers' satisfaction, but to the satisfaction of our customers. In this case, we are the customers. As long at SR is so painful to TRY to use, I'll guess I'll have to reach for the phone instead. Since I truly prefer using electronic means, I won't really be satisfied with going back to the phone, but... A successful upgrade is one that customers embrace, not one they cry about. Christian, I not taking shots at you. I really appreciate that you have stepped up to try to help with this. Linda ----- Original Message ----- From: "Don Williams" <[email protected]> To: [email protected] Sent: Tuesday, March 15, 2011 8:20:34 AM Subject: Re: ETR sunsets on 26 Mar 2011? >From my informal poll, the vast majority of z/OS sysprogs agree with Jim. They are not against change. It has been their job to implement change. However, the change had to be non-disruptive to business. The migration from PCP in 60's, to MFT, to MVT, etc. to z/OS today was 50 years of incremental change. A sudden change from PCP to z/OS would not have been acceptable. In similar fashion, there needs to be an non-disruptive incremental migration from the ETR UI to the SR UI (hopefully in less than 50 years). Don Williams -----Original Message----- From: IBM Mainframe Discussion List [mailto:[email protected]] On Behalf Of Veilleux, Jon L Sent: Tuesday, March 15, 2011 9:43 AM To: [email protected] Subject: Re: ETR sunsets on 26 Mar 2011? I agree with Jim. Most of IBM's 'simplification' efforts have kept in mind the experienced SYSPROGs and tried to give us the opportunity to maintain the touch and feel of the old ways while giving the newer folks the touch and feel of the web-based apps. So far I have seen each change in the ETR process making my job harder, not easier. IBM is definitely missing the 'useability' part of the equation. -----Original Message----- From: IBM Mainframe Discussion List [mailto:[email protected]] On Behalf Of Petersen, Jim Sent: Tuesday, March 15, 2011 9:01 AM To: [email protected] Subject: Re: ETR sunsets on 26 Mar 2011? Christian, You made this comment in one of your emails: 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. My comment to this is: So what if it handles 5 times the request volume if it is unusable by us who have used ETR for years both on the old Green Screen and now as a PC based tool. At least the PC Base ETR looks and feels like the Green Screen in most respects. I will again state, make SR look and feel like ETR or you are wasting your effort. What is underlying that look and feel can be SR but for us who have used ETR for years the "Poof it is SR" approach is not conducive to our productivity. ___________________________________________ Jim Petersen MVS - Lead Systems Engineer Home Depot Technology Center 1300 Park Center Drive, Austin, TX 78753 www.homedepot.com email:[email protected] 512-977-2615 direct 512-977-2930 fax 210-859-9887 cell phone -----Original Message----- From: IBM Mainframe Discussion List [mailto:[email protected]] On Behalf Of Christian Gilmore Sent: Friday, March 11, 2011 2:42 PM To: [email protected] Subject: Re: ETR sunsets on 26 Mar 2011? 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 The information in this Internet Email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this Email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. When addressed to our clients any opinions or advice contained in this Email are subject to the terms and conditions expressed in any applicable governing The Home Depot terms of business or client engagement letter. 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