No software runs flawless (even if the product is named after a fruit), so from time to time you need to interact with support. The entry point for IBM support is the IBM Support Portal or the support call center. Behind that front is quite a bit a process that is designed to be predictable, repeatable, measurable and ensure that customers get the right level of attention from the right level of expertise. Scribbled on a napkin it looks like this:
(click on the image to get a bigger picture
So you are just 2 degrees away from core development. Level 1's responsibility is to ensure that as much evidence as possible gets provided. This is often the most time consuming task and would tie down product experts quite a bit. It is often a point of contempt since you are not talking to a product expert yet (ironics would say: nothing can be called a process if it isn't broken"). The trick here: call in prepared to keep that phase as short as possible. Also be clear what support does: "Technical question support allows you to obtain assistance from IBM for product specific, task-oriented questions regarding the installation and operation of currently supported IBM software. Short duration problems involving but not limited to:
Specific usage/installation questions for documented functions
Product compatibility and interoperability questions
Technical references to publications, such as Redbooks or manuals
Assistance with interpretation of publications
Providing available configuration samples
Planning information for software fixes
IBM database searches
and what it doesn't:
Writing, troubleshooting or customizing client s code
Extensive configuration questions
Recovering a database, or data recovery
The IBM sales representative will happily discuss a service engagement for the above needs.
Rethinking Social Software
Sat, Mar 1st 2014 5:11a Stephan H Wissel Einstein is attributed with a famous quote:"Everything should be made as simple as possible, but no simpler." (called Einstein's razor, the counter balance to Occam's razor). Looking at the social software landscape today I must conclude that it is both too simple and not as simple as possible.
In the "too simple" camp with have the notion: "everything is just one big stream of collaboration and a few tags will do" (and it's variations). If you follow this notion all collaboration you w [read] Keywords: collaboration
Numbers are numbers, you have to see it! - Selenium edition
Sat, Feb 15th 2014 8:11a Stephan H Wissel When looking at performance data and comparisons, numbers are just that: "X is 23% faster than y" is a statement few people can actually visualize. You have to see it in action to get a feel for the real difference. Applies to vehicles and web sites in the same manner.
Instinctively one would opt for a load test to see loading speeds, but after checking options I found a functional test will do just fine. My tool of choice here is Selenium WebDriver. It can be easily integrated into JUnit tes [read] Keywords: ajax
The perception of emptiness
Mon, Feb 10th 2014 7:11p Stephan H Wissel In an ACI Singapore class I'm studying Master Shantideva's famous work "A Guide to the Bodhisattva's Way of Life" (Bodhicaryavatara). A recurring tenant in his, or any other deep Buddhist teaching, is the concept, that the perception of the world around us isn't coming at us, but from us. Objects around us have no inherit nature without being observed (did the tree in the forest fall if nobody sees it?). The true nature of things is emptiness which Buddhist practise tries to perceive on th [read] Keywords: apple
Download Connect 2014 presentation files
Tue, Feb 4th 2014 5:10a Stephan H Wissel The show is over and the annual question arises: how do I download all the presentations? To do that, you will need a valid username and password for the Connect 2014 site, no anonymous access here. The 2014 site is build on IBM Portal and IBM Connections. IBM Connections has a ATOM REST API, that opens interesting possibilities. With a few steps you can get hands on all files. I will use CURL to do this.
Create or edit your .netrc file to add your Connect 2014 credentials (in one line)
machin [read] Keywords: connections
GMail2XPages in less than 300 lines
Tue, Jan 14th 2014 11:11a Stephan H Wissel I admit, the headline is an attention grabber
The total number of lines is, of cause, longer. For one, I used previous code, as well e.printStackTrace() isn't error handling.
Moving data between two places is a favorite IT pasttime (believe me, there are worse ways to kill time). Since I made friends with MIME Messages before, I was wondering how that would fit together with gMail. Every eMail system has its little "specialties". To connect to gMail I used the IMAP with username and passwo [read] Keywords: ibm
Using a web service to send an eMail
Sun, Jan 5th 2014 10:11p Stephan H Wissel In an integration project with other platforms the need arose to send messages that are triggered by a web service. In Domino this is just a few lines of code. Added bonus: the message is fully "embedded experiences" enabled. This is the LotusScript class:
Public Class SendADocumentWithPDFAttachment
Public sendTo As String
Public subject As String
Public textBody As String
Public htmlBody As String
Public callBackURL As String
Public attachmentAsMime As String
Public Function sendM [read] Keywords: domino