{"id":1699,"date":"2015-07-21T01:00:00","date_gmt":"2015-07-21T08:00:00","guid":{"rendered":"https:\/\/blogs.plm.automation.siemens.com\/t5\/NX-Design-Blog\/You-submitted-your-IR-ER-PR-Now-what\/ba-p\/307775"},"modified":"2026-03-26T04:24:21","modified_gmt":"2026-03-26T08:24:21","slug":"you-submitted-your-ir-er-pr-now-what","status":"publish","type":"post","link":"https:\/\/blogs.sw.siemens.com\/nx-design\/you-submitted-your-ir-er-pr-now-what\/","title":{"rendered":"You submitted your IR\/ER\/PR\u2026 Now what?"},"content":{"rendered":"

\"IRHave you ever wondered what happens to your IR\/ER\/PR once you hit that \u201csend\u201d button? I\u2019ve heard a lot of questions about this topic, so I thought I\u2019d do a little digging and shed some light on the process for you.<\/P><\/p>\n

First, let\u2019s start with \u201cWhat is an IR\/ER\/PR?\u201d Most of you reading this will already be well-versed in the differences (you can skip ahead), but for anyone who\u2019s a newbie just getting started, let me explain.<\/P><\/p>\n

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.<\/P><\/p>\n

Every online request begins its journey as an IR. From there, the Global Technical Access Center or GTAC<\/A> determines if it should be escalated to an ER or PR.<\/P><\/p>\n

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?<\/P><\/p>\n

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\u2019ll 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.<\/P><\/p>\n

\u201cCustomers 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,\u201d Dave explains. \u201cAs a result, we review ERs on a regular basis looking for input customers feel would add value to our solutions.\u201d<\/P><\/p>\n

\u201cAs product managers, our goal is to get closure on as many requests as possible, so our customers know we\u2019re listening and value their input,\u201d Dave says. \u201cThe challenge sometimes is finding the business value in a request.\u201d<\/P><\/p>\n

He also offers a bit of advice for anyone who logs a request. \u201cRequests that clearly indicate business value stand out from those that don\u2019t. Generally most people are able to communicate \u2018what\u2019 it is they want; however, often the \u2018why\u2019 is missing.\u201d Dave explains. \u201cThe \u2018why\u2019 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.\u201d<\/P><\/p>\n

Dave notes a misconception about the ER process: \u201cSome people might feel that logging an ER doesn\u2019t matter. This might be because they logged an ER in the past that has not been addressed and therefore feel we\u2019re not listening or don\u2019t care. That\u2019s simply not true,\u201d he says. \u201cERs 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.\u201d<\/P><\/p>\n

If you have any questions or want to know more, feel free to post in the comments below or private message me @AmyReyes1\ufeff<\/a>.<\/P><\/p>\n

Keep your eyes peeled for more posts to come on GTAC and the services they provide!<\/P><\/p>\n","protected":false},"excerpt":{"rendered":"

Have you ever wondered what happens to your IR\/ER\/PR once you hit that \u201csend\u201d button? I\u2019ve heard a lot of questions about this topic, so I thought I\u2019d do a little digging and shed some light on the p…<\/p>\n","protected":false},"author":53799,"featured_media":1700,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"spanish_translation":"","french_translation":"","german_translation":"","italian_translation":"","polish_translation":"","japanese_translation":"","chinese_translation":"","footnotes":""},"categories":[1],"tags":[3],"industry":[],"product":[304],"coauthors":[],"class_list":["post-1699","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag-cad","product-nx"],"featured_image_url":"https:\/\/blogs.sw.siemens.com\/wp-content\/uploads\/sites\/2\/2019\/09\/IR-ER-PR.jpg","_links":{"self":[{"href":"https:\/\/blogs.sw.siemens.com\/nx-design\/wp-json\/wp\/v2\/posts\/1699","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blogs.sw.siemens.com\/nx-design\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.sw.siemens.com\/nx-design\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.sw.siemens.com\/nx-design\/wp-json\/wp\/v2\/users\/53799"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.sw.siemens.com\/nx-design\/wp-json\/wp\/v2\/comments?post=1699"}],"version-history":[{"count":1,"href":"https:\/\/blogs.sw.siemens.com\/nx-design\/wp-json\/wp\/v2\/posts\/1699\/revisions"}],"predecessor-version":[{"id":1701,"href":"https:\/\/blogs.sw.siemens.com\/nx-design\/wp-json\/wp\/v2\/posts\/1699\/revisions\/1701"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blogs.sw.siemens.com\/nx-design\/wp-json\/wp\/v2\/media\/1700"}],"wp:attachment":[{"href":"https:\/\/blogs.sw.siemens.com\/nx-design\/wp-json\/wp\/v2\/media?parent=1699"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.sw.siemens.com\/nx-design\/wp-json\/wp\/v2\/categories?post=1699"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.sw.siemens.com\/nx-design\/wp-json\/wp\/v2\/tags?post=1699"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/blogs.sw.siemens.com\/nx-design\/wp-json\/wp\/v2\/industry?post=1699"},{"taxonomy":"product","embeddable":true,"href":"https:\/\/blogs.sw.siemens.com\/nx-design\/wp-json\/wp\/v2\/product?post=1699"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/blogs.sw.siemens.com\/nx-design\/wp-json\/wp\/v2\/coauthors?post=1699"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}