Re: Submitting problem reports

I also prefer the web route for "normal" support, so I can
work asynchronously and on my schedule. Phone sessions on
more serious problems works better for me, it does seem
quicker once you get to the right person on the other end of
the line. The biggest problem I have with the ESR/SSR
interface is getting *current* software levels and
entitlements recognized by the application, and it seems to
be a neverending struggle. (Shouldn't be, either, because
Electronic Service Agent sure as heck knows what's installed
and running and ought to be able to feed the problem
creation process. I'm hoping the IBM Support Assistant will
clean this up.)

----- Original Message Follows -----
From: Vernon Hamberg <vhamberg@xxxxxxxxxxx>
To: Websphere Development Studio Client for iSeries
<wdsci-l@xxxxxxxxxxxx>
Subject: Re: [WDSCI-L] Submitting problem reports
Date: Tue, 13 Nov 2007 07:36:37 -0600

Brian

Calling support line has always ended up being a
frustration for me - therefore, I use the online method as
much as possible, when dealing with fairly normal support
issues. No sitting around waiting for someone to transfer
a call, no misunderstanding about iSeries and i-series
(someone will get that), no being directed to PC software
because I used the word Websphere as in Development Studio
Client.

Ah, that rant felt good - sorry to dump on you!

Seriously, putting the problem description into the web
interface is fantastic - takes a little time, yes - and
then you just wait for an email - comes quite quickly, in
my experience. And if you need a phone call, you can ask
for them to call YOU.

Vern

At 12:53 PM 11/9/2007, you wrote:

Another option is to call support line.

1 800 IBM SERV (1 800 726 7378)

Have your customer number or machine serial number ready.
:)
Regards,

BJ


On 11/8/07, Joe Pluta <joepluta@xxxxxxxxxxxxxxxxx> wrote:

There's a FAQ for submitting a design change request,
but how do you submit
a problem report? I usually just complain here, but
someone on the MC Press
forums wants to do the "official" thing; how do you
start the process?
Joe

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