When I access my problem records, I want to get my list without a lot of fuss. One click and I expect to be shown what my problem records are.
With SR, I get a useless screen first where I have to either have memorized what the PMR number is or I have to type in something. None of those keywords from my PMR ever finds anything, and to put insult to injury, all I get shown is another search page with unimportant stuff at the top, no hint whatsoever that nothing was found. ----> 1. If nothing is found, say so clearly in red at the top of the page! In essence, I am forced to click 'Advanced Search', which of course I don't find on the page that I was taken to after my first click. I just have to read the mind of the clickers who programmed this to know that 'change search criteria' takes me to 'Advanced Search', with the not-found keyword put into the keyword field. Which clicker believes that a keyword that isn't found should be refined in another search? I am forced to go and delete that keyword first. In addition, this page has quite a few default settings that I don't want to click every time I search! I want to see ALL my PMRs that are currently visible in retain, including those that are closed. And I DON'T want to first go and search if there is a profile setting somewhere (there isn't) where I can allow this. IBM has littered these SR pages with cookies, and without them, the pages don't even work, and they don't work without warning me why, too! ----> 2. DO NOT show me the home.action page first when I access SR, go directly to the SearchSR.action page. ----> 3. Make the showing of CLOSED PMRs the default! ----> 4. Make 'search all PMRs' the default" or at least provide a profile setting for 3 and 4! ----> 5. Shift the search via customer number and the keyword search to the bottom of the page. If I wanted them, I would have used them on the entry page. DO NOT make me search for a viable search alternative by showing all the non-working ones first! When I finally figure out what to click to see what I want to see, I get shown a page (searchSRResult.action) that looks suspiciously like another search page. The search result is so far down that I have to scroll. In addition, I don't see the abstract I had put into the ETR. In addition, I see red exclamation marks and blue points on the page. In addition, I see some fields that are not explained, but I cannot see if the 'state' of the PMR is IBM or User, in other words, if I need to send it back to IBM to work on my problem! Once I start 'customizing' what is shown IBM insults me by not using my screen real estate and instead providing me with a window inside the page that I can only scroll from left to right when I can see the scroll bar which is of course at the bottom of the page. In essence, *that* customization is useless, as I cannot see more than 4 columns. ----> 6. Put the RESULTS at the top of the page, so I don't have to scroll to see what I searched for! ----> 7. IBM has my ibmid in both SR and ETR, so I expect SR to match the servicelink id to my IBMid, so that "My service request searches" works. There is an FAQ website that says "Knowledge of which PMRs are associated to you did not transfer between ETR and IBM Service Request (SR)." That was totally IBMs choice, and it just WASTES customer time. ----> 8. Same FAQ webpage: "To add a title, update your PMR title in SR. Once you have updated the PMR via SR, the PMR with your title will be displayed in your SR homepage section: View all my online service requests." is purely IBMs choice to keep the customer busy. USE THE ABSTRACT THAT THE CUSTOMER HAD ALREADY TYPED IN and don't make us re-do our work! ----> 9. Searching for all PMRs, DON'T show me coloured 'requires your attention' or 'unread marks'. This is NOT an email system or a discussion forum, and those are NOT my SRs! ----> 10. Make the application CONSISTENT!. In my profile at the most I can have 50 'results' shown per page. Here I can choose 100. Allow me to choose 100 in the profile, too!!!!! ----> 11. Show me the STATE of my PMR as either USER or IBM! ----> 12. Given the amount of redirection, cookies and spying going on in SR (see part2), it is VERY poor clicker's practise not to test for physical screen size and use the hardware real estate instead of sqeezing things into one small unreadable column in the middle of the screen. Once I click on any PMR number, SR makes the erroneous assumption that I want to UPDATE the PMR. I don't, I just want to read it first! What's more, SR just *assumes* that I will be the new owner and puts *me* in the field "Contact"! In addition, SR wastes my time in *enforcing* the title line that SR was too lazy to import from ETR. And why am I asked for the operating system again?!? I am just *reading*, for heavens sake! In addition, I am forced to look through all this stuff and to scroll until I eventually arrive where I wanted to be - the actual content of the PMR! Whoever had the bright idea to put in 'IBM Update 01.03.11 10:53' ?!? If the person updating the PMR had chosen to show their name to the customer in the sig line from Retain, I want to see that. Since updates in retain always show the name, most IBMers just *assume* (like SR does) that the customer can read their minds and *knows* who made the update. They almost never sign their update with their names! I have complained innumerable times about that to the persons forgetting to sign! In addition, I MUST be able to see the compid that PMR is now routed to. There have been too many occasions to count where I had to get real forceful in getting some level1 person to route to the correct component. I cannot do that if I don't even know what that component currently is! And besides, when *I* update a PMR, I don't want to see 'IBM Update' at the top of that update! Never mind that once SR is used, the customer name in general (not mine) is put in and the junk starts to accumulate: *** Electronic submission by customer via SR tool, version 2.0 *** Preferred contact method: Email-address. *** Customer contact full name: fn ln *** IBM ID: [email protected] *** Telephone: +xxxxxxxxxxxxx *** Email: [email protected] or, depending on the default language set in the browser: *** Elektronische Übergabe durch Kunden über das SR-Tool, Version 2.0 *** Bevorzugte Kontaktart: E-Mail-Adresse. *** Vollständiger Name des Kundenkontakts: FN LN *** Telefonnummer: xxxxxxxxxx *** Mobiltelefon: xxxxxxxxxx *** E-Mail-Adresse: [email protected] *** --- FOR SR USE ONLY --- *** Lots of cryptic stuff in here which look slike some sort of cookie information *** More cryptic stuff *** MTS *** looks like some sort of compid Who cares about that? Especially given the fact the complete owner information is available in any retain screen at the top. Quite a few of my updates are LESS lines than the junk put in by SR! ----> 13. SR MUST make a distinction between just reading a PMR and updating it. The two functions MUST be separated. ----> 14. Once a read funtion is established, any update other than priority is completely unnecessary, as everything was input when the SR was opened. ----> 15. And when establishing the read function, don't forget to give me the 'update' choice *at the bottom*! ----> 16. SR MUST show the complete signature line including the compid and - if allowed - the name who updated the PMR instead of some 'IBM update' or 'customer update'. If I were actually updating ----> 17. SR must NOT assume that just because I am updating I am the new contact. I am involved in almost all PMRs from our department, and in most cases I am NOT the contact. SR MUST NOT be allowed to enforce to change that on some erroneous assumptions! ----> 18. As in point 8 above, migrate the abstract from ETR and DO NOT WASTE MY TIME in having me re-type it! ----> 19. Stop asking me again for the operating system when I UPDATE an SR! ----> 20. Stop putting lots of redundant junk into the PMR! A line telling my name is completely sufficient, never mind that *I* sign my updates! Better yet, put my name in the place where the IBMers name is put. (Just like ETR did with the servicelink id.) ----> 21. As in 16, SR MUST show the compid! ----> 22. Clicking "(1 notification recipient(s))" not only gets me a redirection warning, it also throws me onto the home.Action page?!? What is that supposed to mean? ----> 23. The window allotted to me for input is MUCH TOO SMALL! Give me at least three times as many lines! Barbara Nitz ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to [email protected] with the message: GET IBM-MAIN INFO Search the archives at http://bama.ua.edu/archives/ibm-main.html
