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Added by skywalker, last edited by OneSkyWalker on Sep 11, 2009  (view change)
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Internet access to IBM software problem reports

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Note
A defect can be reported (or a question asked) only regarding software which is covered by an active maintenance agreement with IBM.
Note
To report a problem with AIX V5.3, select the AIX 5L 530 FOR Power product. To report a problem with AIX V6.1, select the AIX 610 product, unless AIX was ordered in the IBM Enterprise Edition for AIX bundle, in which case select the IBM ENTERPRISE EDITION FOR AIX product.

Access is enabled per server (on which software is running against which Problem Management Records (PMRs) will be opened for trouble reports or questions). If you don't know the IBM customer number associated with a server, the server's machine type and serial number can be used to request an agreement for access. Use the AIX commands prtconf | head to display the machine type and serial number of a server.

When opening a new PMR, you will be prompted for the machine type-model and serial number on which the software error has occurred, so you don't need to register a particular server in order to open a PMR on that server. For your initial SR access requests, request access for one Power Systems server installed in each of the geographic locations in which you are responsible for server administration.

Service Request (SR) access to software PMRs

  • An IBM ID is required in order to access SR. Registering for an IBM ID is quick and easy.
  • To register for SR access, please point a browser at the Service Request sign in web page. Click Submit to sign in with an IBM ID.
  • After a successful sign in, if access has not yet been granted, a Request access web page will appear. On that web page, select the desired access and click Continue
  • A second Request access web page will appear. On that web page, specify the customer number or server machine type and serial for which access is desired and click Submit.

As noted, five business days are required for access enablement. Once access is enabled, new PMRs can be opened and existing PMRs can be viewed and updated.

Note
If problems are encountered when requesting access, open a ticket with the SR help desk. Click on Help (left side of page), click on the Service Request assistance link at the bottom of the page, scroll down to the Accessing SR section and click on SR Help Desk.

Prior to May 2009, there were two options for Internet access to IBM Problem Management Records, Electronic Service Request (ESR) and SSR (Software Service Request). ESR was used for software purchased under the IBM Passport Advantage program. SSR was for software purchased with a SWMA license. Those two capabilities have now been merged into Service Request.

Hardware service request

To open a hardware service request, please point a browser at the Electronic Service Call web page. Log in with an IBM ID (discussed above). Follow the prompts to open a request, which will require the failing hardware's machine type and serial number. Use the AIX commands prtconf | head to display the machine type and serial number of an IBM Power Systems server.


 
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