Michael, We don't get a lot of Production Support calls. We did when the group was first formed (in fact that's why the group was formed) but over the years we've tuned the WMQ network quite well and trained the developers on the use of WMQ to the point that we have very few problems and they are usually not actual MQ problems but application or administrative problems. So it's not like we have anything better to do when the call comes in! Production support is our number one priority and if a WMQ interface is down for whatever reason at least one of our analysts is on the problem until service is restored, working in shifts 24x7 if necessary. In addition to using RQSTR channels, we also insist our business partners set up QRemotes so we can send loopback messages over the channels to test them. This gives us limited visibility to check the health of their WMQ network.
If the outage touches WMQ at all, we are in for the duration so we have a very strong incentive to minimize the outage time. By extending our infrastructure and visibility into the edges or first layer of the 3rd party MQ network, we are in an excellent position to perform early diagnostics while the help desk and or second tier at the third party are still getting pulled into the call. We would be foolish to have these capabilities and not use them when it's our customers and our money that are at risk. -- T.Rob -----Original Message----- From: Michael Dag [mailto:[EMAIL PROTECTED] Sent: Friday, March 12, 2004 12:41 AM To: [EMAIL PROTECTED] Subject: Re: RCVR versus RQSTR channels Rob, good points! but then you are doing the pre-Problem detirmination for your 'business' user who is expecting something and working from taget to source. I always tell my 'business' user if they did not get what they expected to call their 'business' user supplier (aka the sender party) and track the message from the source to the target. 99% of the cases it's a situation like 1) and 2) you described only this time it's the companies 'business' user calling their own helpdesk or support group and he/she often is known to that group. AND most importantly keeps my support group free of unneccessary calls as often they can't do anything but just 'narrowing' down the problem and passing on the call... Michael Instructions for managing your mailing list subscription are provided in the Listserv General Users Guide available at http://www.lsoft.com Archive: http://vm.akh-wien.ac.at/MQSeries.archive
