Updates to the IBM Service Request application coming Nov 14, 2012

[Knutson, Sam]

*FYI*

https://www.ibm.com/developerworks/mydeveloperworks/blogs/IBMElectronicSupport/entry/sr25e?lang=en

Updates to the IBM Service Request application coming Nov 14, 2012
Key new functions for IBM Service Request (SR) release 2.5

The IBM Service Request (SR) application has adopted the look and feel of the IBM Support Portal with this SR 2.5 release.
Also, the IBM Support Portal's "Service requests and PMRs" tab will now be SR's home page.
These two changes combine to create the appearance of IBM Support Portal and SR being the same application. This will give users going between IBM Support Portal and SR a more integrated user experience.


Further integration has been achieved in this release by adding the user's IBM Support Portal product selections into the SR product selection functionality.
When a user selects products to work with in the IBM Support Portal, they can now quickly select those products while creating a service request.

The SR 2.5 release is scheduled to deploy to production on November 14, 2012.

Following are a few of the SR 2.5 improvements:

Introduction of Common Registration - allowing the registration process to apply across multiple eSupport applications;
This function separates the following areas into its own web application:
My Agreements (which covers all registration/self nomination)
User Admin
Partner Admin
Customer Admin
Navigation - Portal Tab Integration
Remove the need for separate log-in to SR
Modify the service request create process to have a recently viewed product tab as an additional starting point (front end)
Allow the title to be updated without updating the entire service request record
Provide a means of service request status and history via mobile devices
For more information about all of IBM's Electronic Support sites and tools, please visit: http://ibm.com/electronicsupport


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[Staller, Allan]

Be Afraid! Be Very Afraid!

<snip>

https://www.ibm.com/developerworks/mydeveloperworks/blogs/IBMElectronicSupport/entry/sr25e?lang=en

Updates to the IBM Service Request application coming Nov 14, 2012 Key new functions for IBM Service Request (SR) release 2.5

</snip>

[Barkow, Eileen]

I had a problem including html code in the SR text since it interfered with the html used to process the SR itself.
The gist was that everything after the inserted html data was not visible.
They said that this will be fixed in a future release of SR.
That sounded kind of ridiculous - there are numerous cases where text
being copied into the SR description and documentation would contain html code (like trace and dump data and data extracted from a web page).
Did they not ever test a case where html code would be inserted into the SR?

[Scott Ford]

Sounds like something got missed during the SR unit testing

Scott ford
www.identityforge.com

Tell me and I'll forget; show me and I may remember; involve me and I'll understand. - Chinese Proverb

[Booth, Gerri - DOA]

I've already noticed a small bug in the new SR application. We had an open SR that two of us have been updating. The SR is "owned" by the other person. I made an update at 6:45 (CST) today and the SR correctly showed that the update came from me. But when I made an update at about 15:00 and requested that the SR be closed, the SR showed that the update had been made by the other person. This isn't important enough to me to pursue with IBM, but it could be an indication of the quality of the new code.

[Booth, Gerri - DOA]

I had to re-open the SR to add some additional info and that update does show it was made by me. But when I reclosed it, the comment I added when I did that shows that it was made by my co-worker. So it appears that when an SR is closed the application assumes it was closed by the owner.

[Barkow, Eileen]

At least you can 'reclose' an SR. When I closed one, it remained closed and I could no longer update it until tech support reset it.
Under the old, MUCH, MUCH BETTER PMR system, you could reopen for 30 days or so or update after the SR was closed.
If the ability to attach files instead of having to ftp them is the only improvement, then they can keep the attachments and bring back the old
PMR system.

-----Original Message-----
From: IBM Mainframe Discussion List [mailto:IBM-...@LISTSERV.UA.EDU] On Behalf Of Booth, Gerri - DOA
Sent: Wednesday, November 14, 2012 4:34 PM
To: IBM-...@LISTSERV.UA.EDU
Subject: Re: Updates to the IBM Service Request application coming Nov 14, 2012