Re: Problem with PMR website.

On 14-Jun-2010 12:26, rob@xxxxxxxxx wrote:

I placed an attachment on a pmr using the website at
https://www-946.ibm.com/support/servicerequest/problemDescriptionSelect.action?srNumber=26916&sourceAppl=XSR&retainCountryCode=000&branch=500&sourceNode=prNode1&sourceTranId=345031273173278572&draft=0

Whenever I do so I get this strange email below. Tried calling the
800-IBM-SERV and the receptionist there refused to listen and would only
direct me to a new or existing pmr. So I used the pmr I posted the
attachment to (which they have, by the way). Of course that pmr is a call
back queue and I'll have to wait on that. They won't have a clue as to
what is going on, but hopefully they will have another number for me to
call.

I'll submit a web feed back. And give them lots of detail. I expect
nothing better of them than the standard reply "Please give us details as
to what's wrong because we ignore your initial post just to try your
patience and see how persistent you are."

The "strange email below" was stripped from my reply due to its placement after your [and thus treated as] signature data. Regardless...

The problem described by the email is a side effect of poor process implementation within IBM Rochester. Of the many great things IBM Rochester was capable of, one thing in particular was pervasively implemented poorly. Employee-specific user names were often used where function-specific user names would have been more appropriate. The user ID "DROCK" no longer exists according to the message, so the feature implemented using that employee-specific user identifier is broken, ever since that user ID was deleted.

Had the feature been implemented more appropriately from the beginning using the user-name PMR_DOCS for instance, that is to have associated the activity with a functional-owner UserID rather than with the employee-owner UserID, then any change in the role of the person for which their user-id might be eliminated, would not become an issue for the function. They did use an employee user-id instead of a functional user-id, so now for whatever reason the employee user-id DROCK is no longer available, is now an impact on the /function/ of PMR document\attachment submission.

The message [not quoted in this reply] describes how the problem can be corrected by someone calling the HelpDesk; any IBM employee [or contractors with Customer Assistance Center access] should be able to request the contact at the help desk to issue the corrective action to transfer the message to an appropriate recipient SomeUser at SomeNode using the following command invocation at a CMS command line [note that the instructions do not include the token CP, as I have included below, and I believe to be a requirement except when CMS has implemented an SMSG EXEC in the user's path]:
CP SMSG RSCS TRANSFER *NOTHERE 2600 TO SomeNode SomeUser

Regards, Chuck