WEA Level 2 Process Information


PMR Severity Response Protocol
Solution Given Codes
Level 2 Call Handling Protocol
Requesting Collaboration Center Assistance On A PMR
Associating APAR With PMR
Feature Request Database
Creating An APAR
Creating A Secondary PMR (or Remove A Call From FUP)
Archiving APAR E-Fixes
Decision Tree For Survey and NonSurvey Queue Usage




PMR Severity Response Protocol

Sev 1 US   International

Doc example from DSB 02871,060,678    1/16/04 +6 hrs,
customer is +6 hours. he qued it to us at 12:39 his time. so 9:39 am his time friday is the goal, which is 3:39 am tonight for us.  ie just ct the pmr when you talk to Ole today.
Ron Hale    the FA time doesn't mean anything.  for us calls the CT time is of importance, for non-US it is the time they reque it to us.
Ron Hale    sorry, I was wrong on this.  Please do the Contact in the PMR by 10:30 our time.
Ron Hale    you will be talking to ole at 10:30 so this is appropriate.



Queues (note from Ron)

The purpose of these "incoming" queues is make sure that we handle PMRs that have the "clock ticking", so to speak.  Cases of this will be:
1.  New PMRs where we have yet to make contact.
2.  Existing WW PMRs that have been requed to us and are awaiting L2 to get the CT--ie the clock gets started again each time it comes back from the geo.
3.  Existing US PMRs where customer calls IBM support and asks for a callback on his/her issue.  The L1 rep will generally generate a secondary (that gets placed on the queue specified in the NextQueue field in the PMR) on our incoming PVC queue for our US PMRs.

So, if you have made initial contact and the PMR needs to remain open, work it from the PVCBE queue.  It should not be on an incoming queue. 
Also, if you fup a PMR, don't do it from an incoming queue because the PMR comes back to that incoming queue and the clock is not ticking.  Therefore it it doesn't need to be on an incoming queue.


Solution Given Codes

Final Codes (to CLOSE a PMR)

1  Code Defect
2  Non-conde defect (Something besides our code breaks)
3  Product Usage (Question and Answer)
4  Installation

Relief Codes

5  Circumvention Given (workaround)
6  Test Fix Given
7  APAR created or point to existing APAR

No Solution Given Codes

8  Customer does not wish to persue
9  No solution given at this time



Level 2 Call Handling Protocol

Within specified timeliness (see PMR Severity Response Protocol ), we must respond to each PMR on the queue.

As far as information you include in PMR's, you must ensure that information entered into any free-form text area in APARs complies with IBM Data Privacy directives. These areas MUST NOT contain Support personnel information (name, location, email address, office/home/cell/pager numbers, etc.) or Customer information; such as, company name, Customer contact name(s), email addresses, Customer site location information, phone numbers, or IP addresses. Provide technical information such as operating system and network configuration information only as needed to clearly state the reported problem ensuring that no Customer-identifying information is included.


1) In Retain or CC, determine priority, select the highest priority PMR and click the "Dispatch" button.
 
You are "IBM WebSphere Everyplace Access Customer Support Service Center".

2) Review PMR to gather any available knowledge, and be prepared to talk to the customer about details of their problem

3) If PMR reflects customer wishes to be contacted via email do so, otherwise attempt to call the customer and discuss. 

If the customer is unavailable, leave a message ("I am "warm flesh" from IBM WebSphere Everyplace Access support trying to contact you.  I will attempt to recall in 15-30 minutes"). Click the "Contact" button, and reflect "Not in left message"

If an attempt to recall is unsuccessful (after 3rd attempt), tell the customer "I attempted to contact you and you were unavailable, please call the IBM Service desk at 800-IBM-SERVE (800-426-7378).


Requeuing A PMR

Once it is determined a PMR is related to a product other than WEA, it should be requeued to the appropriate organization's queue (i.e. a Portal/LDAP problem should be requeued to the Portal team queue "WPORT,13G").

1) First discuss the PMR with the appropriate Dept. queue manager (i.e. Portal = Jim Barnes or Amin Holmes), or a member of that L2/L3 group to let them know any background and concurrance of disposition, as well as inform the customer of the change in queue.

2) In Retain (CallCenter), open the PMR, "Dispatch" it, and in the "Add Text" tab, click the "Formats" button.

3) In the resulting "CallCenter: Select a Format for PMR xxxxx,xxx,xxx", select the appropriate Retain Format (i.e. "1863 Consent to Transfer"), then click "OK".

4) In the "CallCenter: PMR Format Insert 1683 for xxxxx,xxx,xxx" panel, for the "Name of receiveing rep who agreed to the transfer", enter the person from step 1 who agreed to the transfer. In the "Customer notified" field, select the appropriate value by placing an "X" in the field. For the "Call sent to Queue" field, enter the new queue name/location (i.e "WPORT,13G"). Normally a new PMR will not be created so leave that field blank. Click "Process".




Requesting Collaboration Center Assistance On A PMR

See notes at the end of this section before processing either primary or secondary PMR.
                                                                             
1) CONTACT CUSTOMER. Then, if SWCC needed, create secondary PMR. In CCWin, select and dispatch the associated PMR.

2) In the PMR GUI, click on "PMR", then select "Create Call (Call Entry)", which will popup a secondary PMR GUI.
               
3) Update the comments line with the following information in this order:                                                                   
     Product skill needed (eg. DB2, WSAS, etc)                                
     Nature of help required: Assist or Transfer                              
     How to contact BE person                                                 

4)  Be sure that the most recent update in the original PMR (in the "Add Text" tab) includes the problem description and identifies the need for consultation. Also, give a clear Action Taken and Action Plan.                                    
                                                                              
5) Also, in the original PMR, under the "Add Text" tab, click on the "Formats" button.

6) In the "CallCenter: Select a Format for PMR xxxxx,xxx,xxx" dialog box, either select the "1773", or enter it in the "FI/FA Number" field.

7) In the resulting "CallCenter: PMR Format Insert 1773 for xxxxx,xxx,xxx" dialog box, place and "X" in the "Consult/Assist" box, for the "L2 Contact info", enter your shortname and tie line, for the "Target Product/Version", put the suspect product, and click the "Process" button.

8) Do normal "Disposition" of the original PMR. If customer was contacted reflect so and click "Process".

9) In the Secondary PMR, for the "Routing", enter the Colaboration Center queue "SWCCIN", and click "Process".

Note: . Clearly document any contact comittment made to the customer. e.g. callback time and means of communication. Unless other arrangements have been made, all docs should be sent to weblev2@us.ibm.com with the PMR number in the subject line. If the files are too large for email, they can be FTP'd to testcase.boulder.ibm.com and placed in the ps/toibm/internet/PMRXXXX directory (where PMRXXX is the PMR number). Login is anonymous and password is your email address. The Colab Center will make every attempt to respond within two hours (M-F 8-8 Eastern) and either take ownership of the primary or or
contact you to consult or for more information. Do not transfer the primary until you have discussed with a member of the Collaboration Center team - FI 1683 (in the US) or FI 1563 (in Canada) MUST be used in the case of PMR transfer per RSSP guidelines.                                                          





Associating APAR With PMR

When you "subscribe" a PMR to the APAR, you need to also add the APAR # to the APAR field in the PMR.  This is a separate step from subscribing.  If you do not do this step, the reports indicate this PMR is not associated with an APAR.

1) From the appropriate Retain queue, view the PMR, click the "Dispatch" button, and in the PMR's menu bar select "Subscribe the an APAR".

2) In the resulting popup, enter the APAR number and click "OK".

3) In the PMR's menu bar select "Add Customer to an APAR".

4) In the resulting popup, enter the APAR number and click "OK".




Feature Request Database

Request for features are recorded in a Rational database

1) Go to urlhttp://redfish.watson.ibm.com/ReqWeb/Login_Page.jsp".

2) When queried, logon as "reader" with pw as "reader".



Creating An APAR
(it is recommended you use an editor to create your abstract and paste into the APAR)

For details on content of abstract and other fields see URL "http://d01db034.pok.ibm.com/q_dir/qmx/tiv/qi6dl.nsf/procnum/TIV-PR-0025".

1) From CCWin interface to RETAIN, open the PMR you wish to create an APAR for.

2) After the PMR appears, Click "Dispatch" to dispatch this PMR.

3) In the PMR dialog box click on "Service" and select "Create a new APAR".

4) In the "Create APAR for PMR:xxxxx,xxx,xxx" dialog box, click the "Contact Info" tab, and make sure all entries are correct.

5) Click on the "General" tab. For the "Abstract" field, enter an abstract for the fix (i.e. "WEA PPC - if a failure occurs due to incorrect password, prompt the user for correct one with confirmation "). For the "Symptom", select the appropriate value (i.e. "AB - abnormal end of program"), and for the "Keyword", select the appropriate value (i.e. "ABEND"). For the "S/N", enter your serial number. For the "Type" field, select the appropriate value (i.e. "F=Field").

6) Click on the "Prob. Desc" tab and enter in a concise but thorough description of the problem.

7) Click on the "Local Fix" tab and if possible, enter a concise but thorough description of the workaround.

8) Click on the "FIN" tab. If the user must have this fix in the reported release, and cannot wait for the PMR to be "Fixed If Next" release, select the "PTF Required" option, otherwise the user is willing to wait, so select "FIN Candidate". For either option put "999" in the "PTF release if not candidate" field.  If you choose "PTF Required", you must fill in something in the "Fin Rationale" section (i.e. "Customer cannot wait for next release").

9) Click "Process". Your APAR number should be displayed. (If you get a popup "CANNOT LOCK CDBM RECORD, Return Code = 211" click "OK")

(when processing this, if you get a "TRANS NOT ALLOWED MUST BE A CHANGE TEAM MEMBER, Return Code = 403", call the retain helpdesk (888-IBM-HELP, options 4,1,2) and ask them to add CTID BB3289 to your RETAIN ID.  You need this permission to open APARs.)

9B) Might  need to view PMR and click "Open".

10) Back in the PMR dialog box, at the top click on "Service", and select "Subscribe to an APAR".

11) In the Subscribe to an APAR dialog box, enter the APAR number and click "Subscribe".

12) Determine the point at which you must update/process the PMR to provide Solution Code 7 (Fixtst provided)




Actions After Fix Is Supplied To Customer

1) Once the fix has been given to the customer, and the customer has reacted, in CCWin, display the APAR. Once the APAR has displayed, click on the "React" button.

2) Then click on the "FixTest" button.(STEVE, CHECK THIS!)



Creating A Secondary PMR

(Perform this same action to remove a PMR from FUP)

1) From the CCWin GUI, open your PMR, and in the PMR window menu bar, select "PMR", and click on "Create Call (Call Generate)".

2) In the "CallCenter: Call Generate" dialog box, enter the appropriate queue you wish to create a secondary on, then click "OK".





Archiving APAR E-Fixes

Once the problem associated with a customer PMR is fixed, an APAR is created and code provided (E-Fix or Hot Fix) to customer that fixes the problem in the PMR, the fix should be stored in the WEA Level 2 GSA server. The fix should include the code/binary itself, as well as instructions (Readme) for installing the fix.

1) Either map the directory or use the My Network Places utility to create a link to the rptgsa cell ("\\rtpgsa.ibm.com\projects\p\pvclv2").

2)  Scope to the fix folder "\\rtpgsa.ibm.com\projects\p\pvclv2\fixes\WEA\4.3.0", and create a folder named after your APAR (i.e. "PQ81890"), and place the code (i.e. "cafDomino.jar"), and documentation (ie. "README.PQ81890.txt") in that directory.




Decision Tree For Survey and NonSurvey Queue Usage


Please follow the following tree for EVERY PMR closure.
1.    Was the problem resolved by the customer before making ICB and  the initial call was within CB criteria? YES - Close on the no-survey queue! Keyword: No-Survey: customer resolved problem before initial callback, NO - proceed to next question.

2.    Was the problem concerning a marketing issue and L2 provided no service? (Questions on ordering products or version numbers, license key inquiries) YES - Close on the no -survey queue! Keyword: No-Survey: marketing questions, No - proceed to next question.

3.     Was the PMR just to order a PTF, fixpack, i-fix, or other maintenance? YES - Close on the no-survey queue! Keyword: No-Survey: order PTF, NO - proceed to next question.

4.    Was the PMR a duplicate of an existing problem with this customer?  YES - Close on the no-survey queue! Keyword: No-Survey: duplicate of (nnnnn,bbb,ccc), NO - proceed to next question.

5.     Was this a new problem where you were unsuccessful in reaching the customer after 3 valid contact attempts?  YES - Close on the no-survey queue! Keyword: No-Survey: 3 unsuccessful attempts to contact customer on new PMR  NO - proceed to next question.

6.    Was the customer an IBM Internal user? (The Customer name is some variant of IBM.) YES - Close on the no-survey queue! Keyword: No-Survey:  IBM internal , NO - proceed to next question.

7.    Was the customer  not entitled for support and L2 provided no service? (The Customer number is REGxxxx, CORExxxx)  YES - Close on the no-survey queue! Keyword: No-Survey: customer not entitled, NO - proceed to next question.

8.    Was the problem on a product version that is no longer supported and L2 did not provide any technical service? YES - Explain we are unable to assist and close on the no-survey queue ! Keyword: No-Survey: product/release out of currency , NO - Close on a regular survey queue!