On Sun, 3 Jun 2007 11:29:43 -0500, Brian Peterson <[EMAIL PROTECTED]> wrote:
>At the moment, the only IBMLink ETR support queue for RECEIVE ORDER >problems that I am aware of is 566894901 - the queue for SMP/E. The folks >on the receiving end of this queue currently take problem reports for RECEIVE >ORDER and pass them along to the organization which actually supports the >RECEIVE ORDER process, which I assume to be IBM Software Manufacturing in >Boulder. > >I believe IBM is gradually becoming aware that it is necessary to establish >better support for this "new world" of electronic interchange with customers. I >suspect that the awareness of the necessity of this is currently highest in the >SMP/E level 2 organization as well as their management, as they are the ones >getting the brunt of the calls when IBM's order servers fail to process orders in >a timely fashion. > >I further suspect that each PMR opened against 566894901 for problems with >IBM's internet RECEIVE ORDER process provides further evidence for the >proposition that the current nonexistent support for RECEIVE ORDER process >problems needs to be fixed. > >I also believe that SMP/E itself should be modified in order to help customers >distinguish between > >1) customer setup issues and problems, and > >2) IBM order processing issues and problems, > >and that SMP/E should provide some sort of guidance as to which support >organization to request assistance from. I believe such enhancements to >SMP/E further benefits IBM by helping customers get assistance from the >correct organization. However, right now, since there is no correct support >organization to report an IBM order build error to, a message that >says "Contact IBM order build organization to report this error" will not (yet) >help. > >Brian > Good information Brian, but that didn't really answer my question. I am trying to find out if others are having similar delays and how often. Should I have reported a problem Friday (and the last few times)? What are the parameters that indicate a problem as opposed to just being a little slow? How long should it take to just get HOLDDATA? A single PTF or a few PTFs? A bigger order similar to CBPDO like CONTENT(ALL)? Bob said his DB2 maintenance ordered via ShopZ took a long time. So does SMP/E use the same servers to build orders as ShopZ? Regards, Mark -- Mark Zelden Sr. Software and Systems Architect - z/OS Team Lead Zurich North America / Farmers Insurance Group: G-ITO mailto:[EMAIL PROTECTED] z/OS and OS390 expert at http://searchDataCenter.com/ateExperts/ Systems Programming expert at http://expertanswercenter.techtarget.com/ Mark's MVS Utilities: http://home.flash.net/~mzelden/mvsutil.html ---------------------------------------------------------------------- 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
