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Inside the IBM Support Process
Stephan H Wissel    

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:
IBMSupportSequenceNapkin.640.png
(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: "
  • Installation
  • Usage (how-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:
  • Performance analysis
  • Writing, troubleshooting or customizing client s code
  • Extensive configuration questions
  • Recovering a database, or data recovery
  • Consulting
The IBM sales representative will happily discuss a service engagement for the above needs.

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http://feedproxy.google.com/~r/Wisselnet/~3/QhgIpZzK694/SHWL-8T3K45
Apr 05, 2012
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Recent Blog Posts
125


Poking around the iNotes HTTP API (Part 2) - Fun with Rhino
Thu, Nov 27th 2014 10:15a   Stephan H Wissel
The iNotes HTTP API wasn't designed for consumption outside the iNotes web client. This becomes apparent when looking at Form=l_GetOutline_JSON or Form=l_JSVars that return JavaScript and not JSON! The difference? JSON contains data only, while JavaScript contains function definitions too. To make use of data included in the JavaScript there are 2 possibilities: do some elaborate String operation actually run JavaScript Since Java 6, the JDK contains a JavaScript engine, that originally was de [read] Keywords: ibm inotes notes java javascript
231


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 inotes ldd lotus notes applications google server twitter
141


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 google wiki
251


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 ibm lotusscript notes email
172


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 dxl ibm email
241


Building a shared approval frontend in XPages
Sun, Nov 16th 2014 8:18p   Stephan H Wissel
The saying goes: "God would not have been able to create the world in 7 days, if there would have been an installed base to take care of". As much as we wish to have divine powers, we need to make with less and look after an installed base. Point in case: You have a set of approval applications in classic Notes client code, like: Travel, Leave, Expenses, Gifts, Training, BoM changes etc. You are challenged to provide a web and/or mobile interface for them. Considering your options you have to [read] Keywords: lotusscript notes notes client policies xpages application applications development interface java mobile wiki
234


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 domino ibm notes xpages application applications database java xml




167


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
275


A peek in my JavaScript Toolbox
Fri, Nov 14th 2014 5:19a   Stephan H Wissel
Every craftsman has a toolbox, except developers: we have many. For every type of challenge we use a different box. Here's a peek into my web front-end programming collection. It works with any of your favorite backends. In no specific order: AngularJS one of the popular data binding frameworks, created by Google engineers. With a focus on extensibility, testability and clear seperation of concerns it allows to build clean MVC style applications Data Driven Documents short: D3JS. If anything n [read] Keywords: ibm application applications community database eclipse google integration javascript server twitter wiki
160


Custom experience for IBM Connections Cloud - Project Muse
Wed, Nov 12th 2014 8:19a   Stephan H Wissel
The old saying goes: "You can't have your cake and eat it too". When organisations move computing from servers they control into a SaaS (the artist formerly known as ASP) environment, they swap customisability for configurability and standardisation. The idea is, that a vendor controlled cloud environment benefits from both the economy of scale as well as the frequent updates the claimed DevOps model brings. But you can have both. One of IBM's best secret are the assets that the IBM Softwar [read] Keywords: atlas collaboration connections ibm lotus application linkedin twitter wiki xml




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