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IBM Engineering Lifecycle Management Support does all that we can to provide assistance to our clients. There are processes in place to help all of our clients get a consistent level of help.
IBM Engineering Lifecycle Management Support Case and Known Issues (formerly APARs) process explained:
A Case is created to request assistance from IBM Engineering Lifecycle Management Support team to help with investigating a problem or to request an answer to a question regarding IBM Engineering.
Due to the complexities of the environments supported and the potential scope of work involved in problem investigation with enterprise software, it can take some time to complete an investigation. The investigation can result in a number of outcomes; such as the following Case resolutions:
- Resolved as question answered
- Resolved as product working as designed
- Resolved as request is outside the scope of a support
- Identified as a defect
With each of these outcomes, the investigation is complete and the Case is resolved. What happens next?
When a Case is resolved as question answered, the Case is closed and no further action is necessary.
When a Case is resolved as working as designed, we understand that sometimes this outcome may not always match client expectations. A client is then provided with the information needed to take advantage of the IBM Ideas Portal. Opening an idea makes it possible to communicate directly with product management and community peers. This request is reviewed and voted for by all of our clients. These ideas are then prioritized based on client response. A client can lobby for an enhancement by engaging other clients to vote and might even post a blog or forum post to gain visibility. Accepted ideas will be scheduled for inclusion in future releases of IBM Engineering Lifecycle Management.
When a Case is resolved as being outside of the scope of support, it means that the assistance requested is not supported by the support agreement. It requires a services engagement or support from another vendor. Examples of requests outside the scope of support can include requests for assistance in customizing reports or business logic. Other examples of unsupported requests also include support for 3rd party hardware and software products like web servers, load balancers, firewalls, network devices, or anything that is not developed and shipped by the IBM Engineering Product team. Wherever possible, IBM Engineering Support team makes the best effort to assist but are unable to support complex configuration issues that are outside our scope of support.
See further information at following links:
When a Case is identified as a defect, a new record is created in the system of record to track the resolution of defects. This new record used for tracking the resolution of a defect is called a Known Issue.
It is now up to development team to provide a fix for the reported issue. The defect is now being tracked and worked as a Known Issue since there is no further investigation needed by Support.
As part of our ELM iFix maintenance release process, our development team is focusing on high severity Known Issues (1s and 2s). For lower severity Known Issues (3s and 4s), our development team will address them as part of the reduction targets of our next release quality metrics.
See Section: Expectation on product defect resolution
When IBM Engineering Support is working on a Known Issue, cases associated to the Known Issue are automatically subscribed. This action allows them to receive notifications related to the Known Issue such as when the fix is available for download.
For further explanation on the IBM Engineering Lifecycle Management Support process, you can also review our support procedures in the IBM Support Guide.
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Modified date:
15 March 2024
UID
ibm16552640