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.
Poking around the iNotes HTTP API (Part 2) - Fun with Rhino
do some elaborate String operation
Poking around the iNotes HTTP API (Part 1)
Mon, Nov 24th 2014 11:12a Stephan H Wissel With the rise of web applications, something interesting happened: applications gained an observable API. Delivered over HTTP(s) with a few commands (GET, POST etc.) it became easier to find out "what is going on". Tools like Wireshark, Fiddler, Charlesproxy or TCPMon sit between your HTTP consuming client and the HTTP generating server. In browser applications the build in developer tools (Ctrl-Shift-I) provide the same level of access.
So anything flowing over HTTP is effectively an API. Th [read] Keywords: ibm
Flashcards - German Version: Die Lernkartei
Sun, Nov 23rd 2014 6:12a Stephan H Wissel The offspring and SWMBO had an argument about the need for Chinese tuition when attending Singapore's oldest school. You can guess who had what position. Disecting the positions and looking at interest (you remember your basic negotiation skills, do you?) it boiled down to the wish of self directed learning vs. fear of failure.
Having gone through both (I remember my Latin tuition teacher well. I loathed him and in return he pushed me within 6 month from F to A), I concluded: self direction ne [read] Keywords: application
Last usage of a mail file - for all users
Fri, Nov 21st 2014 8:18a Stephan H Wissel My admin is getting a little rusty. When I was asked: "How can I indentify a dormant mailbox?" I couldn't name a place in admin where to look. Of course, there is the NotesDatabase.LastModified property, but that would get updated on a design refresh too. So I asked innocently: "dormant, how?" After an amusing 2 hour discussion between the stake holders (only the popcorn was missing) we concluded that it is either
No document has been created for a while (including incoming)
No email has [read] Keywords: admin
Providing user information in JSON
Thu, Nov 20th 2014 5:12a Stephan H Wissel In the MUSE project we encountered the need to retrieve user information in JSON format. Easy done one would think. The trouble starts, when you have multiple directories and you need reasonable speed. Sometimes falling back to @Fomulas gives you what you need, fast and easy. @NameLookup knows where to look and you don't need any extra configuration. A simple call to an form will give you all you need: https://yourserver/somedb.nsf/namelookup?Readform for yourself or add &User=John Doe for [read] Keywords: domino
Mustache Helper for Domino
Sun, Nov 16th 2014 10:18a Stephan H Wissel Previously we had a look, how to use Mustache with the CKEditor to have an editing environment for templates. I glossed over the part where to store and how to use these templates. Let me continue there.
I'll store the template in Notes documents and use an application managed bean to transform a document (and later other things) using these templates.
I have 2 use cases in mind: one is to allow the configuration of HTML notification messages in applications and the other to configure the dis [read] Keywords: agent
Karma and Wealth
Sat, Nov 15th 2014 11:19p Stephan H Wissel Karma has gotten some attention lately, while I muse it for some time. The common short explanation is "What goes around comes around" or in other words: "Every action (or inaction) you take has consequences, you ultimately will be confronted with". We are reminded by various spiritual traditions , that nothing good can come from a bad deed and that good deeds will yield (in mysterious ways, somewhen) good results.
This is where the trouble starts. Our and the mystic perceptions what is "g [read] Keywords: wiki