The word has moved from the street to the office. At SHARE in St. Louis, IBM ran session 22945 that laid out details of 'the new support experience', AKA Salesforce. The abstract:
"As IBM evolves its Support experience, you'll see lots of changes and improvements. In addition to new knowledge, community, and watson-based self-help options, your case and agent interaction experience will be enriched through live chat and improved transparency to case details. The new experience ensures you'll get to the best agent for your specific issue faster, and that the agent you get to will have access to a larger repository of knowledge and resources to help resolve your issue faster. Come to this session to learn more about the new support experiencing replacing SR, including: What's changing/changed, and why? How do you use the new support experience to its fullest? Basic configuration as well as Advanced features" This change to SR is already moving forward in the non-Z arena. Z will be last. The biggest impact is that 'SR number' will change to a Salesforce 'case' format, totally different from what we've known for decades. At the time of transition by product/component, customers will be notified in advance. Any SRs in progress at that time will continue to be tracked with the original SR numbers, but any new case will get the new numbering scheme. Problem management tools like PDUU will accept both the new case nomenclature and the traditional SR format. Paraphrasing Shameless, this is what you missed last SHARE. . . J.O.Skip Robinson Southern California Edison Company Electric Dragon Team Paddler SHARE MVS Program Co-Manager 323-715-0595 Mobile 626-543-6132 Office ⇐=== NEW robin...@sce.com -----Original Message----- From: IBM Mainframe Discussion List [mailto:IBM-MAIN@LISTSERV.UA.EDU] On Behalf Of zMan Sent: Wednesday, September 26, 2018 6:31 PM To: IBM-MAIN@LISTSERV.UA.EDU Subject: (External):Re: Why Salesforce for SR? Word on the street is IBM is moving off of RETAIN entirely. Get used to salesforce... On Wed, Sep 26, 2018 at 7:45 PM Clark Morris <cfmt...@uniserve.com> wrote: > Since Salesforce isn't owned by IBM why is what could be something > requiring potential decent degree of confidentiality such as Service > Request when dumps are involved being migrated there? > > Clark Morris ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to lists...@listserv.ua.edu with the message: INFO IBM-MAIN
