| | h2. Internet access to IBM software problem reports |
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| | (!) The contents of this web page solely reflect the personal views of the authors and do not necessarily represent the views, positions, strategies or opinions of IBM or IBM management. Please use the !http://www-941.haw.ibm.com/collaboration/wiki/images/icons/add_comment_16.gif! +Add Comment+ link at the bottom of the page to provide feedback. *Note:* Until you sign up and log in (using links in the upper right corner of this web page), you will not see the !http://www-941.haw.ibm.com/collaboration/wiki/images/icons/add_comment_16.gif! +Add Comment+ link and you can not add a comment. |
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| | {warning:title=Note}A defect can be reported (or a question asked) only regarding software which is covered by an active maintenance agreement with IBM.{warning} |
| | {info:title=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|http://www.ibm.com/common/ssi/rep_sm/z/897/ENUS5765-AEZ/index.html], in which case select the _IBM ENTERPRISE EDITION FOR AIX_ product.{info} |
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| | Access is enabled per server (on which software is running against which [Problem Management Records (PMRs)|AIXV53Maint#PMR] 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. |
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| | When opening a new [PMR|AIXV53Maint#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|AIXV53Maint#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.* |
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| | h3. Service Request (SR) access to software [PMRs|AIXV53Maint#PMR] |
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| | * An [IBM ID|http://www.ibm.com/account/profile?page=reg] 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|https://www.ibm.com/support/servicerequest/Home.action] web page. Click !http://www.ibm.com/i/v14/buttons/arrow_rd.gif! {color:SteelBlue}*Submit*{color} 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 !http://www.ibm.com/i/v14/buttons/arrow_rd.gif! {color:SteelBlue}*Continue*{color} |
| | * 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 !http://www.ibm.com/i/v14/buttons/arrow_rd.gif! {color:SteelBlue}*Submit*{color}. |
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| | As noted, *five business days are required for access enablement*. Once access is enabled, new [PMRs|AIXV53Maint#PMR] can be opened and existing [PMRs|AIXV53Maint#PMR] can be viewed and updated. |
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| | {info:title=Note}If problems are encountered when requesting access, open a ticket with the SR help desk. Click on {color:SlateGray}*Help*{color} (left side of page), click on the {color:Purple}+Service Request assistance+{color} link at the bottom of the page, scroll down to the *Accessing SR* section and click on {color:Purple}*SR Help Desk*{color}.{info} |
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| | (i) Prior to May 2009, there were two options for Internet access to IBM [Problem Management Records|AIXV53Maint#PMR], Electronic Service Request (ESR) and SSR (Software Service Request). ESR was used for software purchased under the IBM [Passport Advantage|http://www.ibm.com/software/passportadvantage] program. SSR was for software purchased with a [SWMA|http://www.ibm.com/systems/p/os/aix/softwaresub/exhibit1.html] license. Those two capabilities have now been merged into Service Request. |
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| | h3. Hardware service request |
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| | | To open a hardware service request, please point a browser at the [Electronic Service Call|https://www.ibm.com/support/esc/home.jsp] 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 System p server. |
| | | To open a hardware service request, please point a browser at the [Electronic Service Call|https://www.ibm.com/support/esc/home.jsp] 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. |
