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You submitted your IR/ER/PR… Now what?

by Community Manager Community Manager ‎07-21-2015 04:00 AM - edited ‎07-21-2015 03:59 PM (3,407 Views)

Have you ever wondered what happens to your IR/ER/PR once you hit that “send” button? I’ve heard a lot of questions about this topic, so I thought I’d do a little digging and shed some light on the process for you.

 

First, let’s start with “What is an IR/ER/PR?” Most of you reading this will already be well-versed in the differences (you can skip ahead), but for anyone who’s a newbie just getting started, let me explain.

 

IR stands for Incident Report. This is a broad term that covers any request you place. ER stands for Enhancement Request. This is when you would like improvements to an existing feature or an entirely new feature altogether in the software. PR stands for Problem Report. This is when the software is not working as it should.

 

Every online request begins its journey as an IR. From there, the Global Technical Access Center or GTAC determines if it should be escalated to an ER or PR.

 

GTAC representatives are the people you call when you need help with NX. If you call in, they will log your request online and identify it accordingly. GTAC assists you to resolve IRs. But what happens once they change the status to an ER or PR?

 

Product managers are notified of ERs that fall under their realm of expertise. (PRs go to product developers, so for the purposes of this blog, I’ll only be focusing on ERs from here on out.) Each product manager has his or her own way of processing the requests. For this article, I interviewed Dave Wingrave, whom many of you know as the NX product manager for Drafting, PMI and Layout.

 

“Customers are passionate about NX and always looking for ways to get their job done faster with less effort. This aligns with what we, as product managers, aim to achieve,” Dave explains. “As a result, we review ERs on a regular basis looking for input customers feel would add value to our solutions.”

 

“As product managers, our goal is to get closure on as many requests as possible, so our customers know we’re listening and value their input,” Dave says. “The challenge sometimes is finding the business value in a request.”

 

He also offers a bit of advice for anyone who logs a request. “Requests that clearly indicate business value stand out from those that don’t. Generally most people are able to communicate ‘what’ it is they want; however, often the ‘why’ is missing.” Dave explains. “The ‘why’ is actually the most important part, because it helps us to understand the value. Providing metrics with such input as how often (i.e. hourly, daily, weekly, monthly, etc.) a specific workflow impacts users in your organization also helps with business justification.”

 

Dave notes a misconception about the ER process: “Some people might feel that logging an ER doesn’t matter. This might be because they logged an ER in the past that has not been addressed and therefore feel we’re not listening or don’t care. That’s simply not true,” he says. “ERs help product managers understand what is important to customers, identify common requests and prioritize investments. After all, we are not unlike any other business; we want to make our customers successful and maximize our ROI.”

 

If you have any questions or want to know more, feel free to post in the comments below or private message me @AmyAllen.

 

Keep your eyes peeled for more posts to come on GTAC and the services they provide!

Comments
by Esteemed Contributor
on ‎07-21-2015 04:23 PM

How can I look up an IR/ER/PR with its number if it's not one submitted by my organization?

by Community Manager Community Manager
on ‎07-22-2015 12:58 PM

@bshand,

 

Good question! According to GTAC, you cannot and this is by design. An IR is only visible to the company that submits it. Often, the details of an IR contain sensitive information the company does not want made public, such as descriptions of design processes or contact information for employees. By contract, we cannot publish that information. In industries in which companies look for means of competitive advantage, the details of an IR could be a source of market intelligence. It could suggest product plans, design weaknesses, and even levels of technical competence. 

 

If you have multiple organizations with separate ST IDs there is a technique to link ST IDs to a single webkey. It requires you to have access to multiple license files which is strictly under control of your System Manager. The process can be found on the GTAC website under the Webkey Management Link.

Under "Update" there is an option to Add a SoldTo/Install. At that point you log into your initial webkey account and, using additional license information, you can link your webkey to another Sold To.

You can call 800-955-0000 to explore this if you have further questions. Once you have the webkey management link, it's pretty simple.

 

That's the official GTAC answer. Hope it helps! 

 

Best, 

 

Amy

 

Product Engineering Software

Siemens PLM Software, Inc. 

by Siemens Phenom Siemens Phenom
‎07-22-2015 01:18 PM - edited ‎07-22-2015 01:18 PM

I would add that this also pertains to internally generated IR's/PR's as well.  And while the information included might be different than one would expect in a customer submitted item, there is still the possibility that it could contain information and data that we, Siemens PLM, does not wish to be viewed publicly.

 

John R. Baker, P.E.

Siemens PLM

by Esteemed Contributor
‎07-22-2015 01:23 PM - edited ‎07-22-2015 01:24 PM

Thanks to you both. I understand the reason. Perhaps you could simply include a neutral description and status or progress on requests/reports without the dirty details?

by Community Manager Community Manager
on ‎07-22-2015 01:35 PM

@bshand

 

Yes, we actually do that in fact. When a PR is closed by Development, GTAC looks at all of the details of its history, including transcripts of communication between GTAC, the customer, and Product Development. GTAC then removes all customer specific data contained within. From there, a “CRR” (Customer Ready Response) is prepared and sent to the individual that opened the IR. Likely, more than one customer will file an IR on the same topic. Each of these will point to the same PR. So when that PR is closed the CRR will go to multiple customers. Hence, why we remove the customer specific information therein.

 

After the CRR is published, this information also goes into our Solution Center, the Knowledge Base that is available to all users under maintenance. This becomes the means whereby customers not in the same company as the originator of the IR, can review details about any issue.

 

Thanks!

 

Amy

 

Product Engineering Software

Siemens PLM Software, Inc. 

by Esteemed Contributor
on ‎07-22-2015 01:45 PM

That's AFTER though. I'm saying it might be useful to have descriptions and status before they're done.

For example, sometimes in the SE forum people post and IR/ER/PR # but it seems like it's useless to others so I'm not sure why the do it.

by Siemens Phenom Siemens Phenom
‎07-22-2015 01:52 PM - edited ‎07-22-2015 01:53 PM

I open PR's all the time, many times as a result of what someone has shared with me or as a result of someone asking why NX behaves the way it does, and I never post the PR numbers because I know they are of no value to anyone except me.  Note that when possible, GTAC will often link my PR's to a customer's PR reporting the same issue, even if my PR was opened first, so that they will all be considered and responded to in concert.

 

John R. Baker, P.E.

Siemens PLM

by Esteemed Contributor
on ‎07-22-2015 02:06 PM

Yeah, I suppose it makes no sense for the posters to post them.

by Genius
on ‎07-28-2015 02:59 AM

Maybe there is a little sense because you can skip most of the explanation and just make an IR and says that you got the same problem like PR1234567 and want to get linked to that PR or ER.

I would also like to have a list and click for many items "me too" ;-)

The customer involvement process is somehow gone and there seems to be no replacemnt yet...

by Phenom
on ‎08-05-2015 01:12 PM

I'm not sure if this is still the case or not, but you could also submit ERs through PLM World. I haven't been involved with the group for awhile but we used to work directly with the Product Managers to build the business cases for many functions the users now enjoy. Thank the Modeling and Assembly SIG for helping provide examples, GUI input and a lot of discussion on functions like the patterning options, 3-face blends, and the list goes on.