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Requesting access and managing authorized support contacts in the IBM Support Community

As we transition to the new IBM Support Community at https://www.ibm.com/mysupport you might have questions about the different capabilities available to users in the community and how their access to those capabilities can be managed. The good news is that your own organization can manage your users and their level of access. And from a user perspective this is largely done through self-service capabilities, often built right in to the community. Anyone familiar with the process for requesting access and managing authorized support contacts through the IBM Service Request tool that we have used for many years to support our on-premises software and hardware will see little change. But things are quite different for those who have only ever known the now discontinued IBM Client Success Portal where we used to provide support for many of our on-cloud services. Please review the document IBM Support Community: Requesting access and managing authorized support contacts for an overview of: the user roles and their associated capabilities in the IBM Support Community; how a user can request access to the IBM Support Community in a given role or request an upgrade to a higher role; how Administrators (the client's Site Technical Contact and their delegates) can access the User administration application embedded into the IBM Support Community to manage their authorized support contacts, auto-approve rules, and more; how a site's Primary Passport Advantage contact can change the Site Technical Contact through the Passport Advantage Online (PAO) portal; and what to do if the site's Primary Passport Advantage contact has left the organization.

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We’ve improved your support experience!

We appreciate the opportunity to have you as a client.  IBM continually strives to seek new and better ways to improve the support experience we offer you.  With that in mind, we’re implementing some enhancements to our support model by launching a new IBM Support Community that all IBM products will move to over time. We are pleased to advise you that this weekend we have moved all client support – including discussion forums and support case management – for the following IBM Business Analytics cloud services to the new Support Community: IBM Cognos Analytics on Cloud IBM Cognos Controller on Cloud IBM Planning Analytics IBM Watson Analytics We know that you may have other IBM products that will also be migrating to this new support experience. Watch out for further information on the specific timing of this from the relevant support teams. Within the new Support Community, self-service capabilities are available to allow for better ease of use, including: Discussion forums where you can ask questions, help answer questions from other users, and interact with knowledgeable IBM staff Simplified search capability powered by IBM Watson to view knowledge artifacts, forum discussions, and support case history Support case creation/updates Ability to attach documents for review by support staff …and much more! We invite you to view the following short videos that provide an overview of the initial experience that will continue to evolve and become richer over time. Introducing the IBM Support Community: Search https://mediacenter.ibm.com/media/t/1_hjcvgybl Introducing the IBM Support Community: Forums https://mediacenter.ibm.com/media/t/1_dnpmr6oi IBM Support Community: Open and manage Cases https://mediacenter.ibm.com/media/t/1_47uqs38j During this weekend’s transition to the new Support Community your active support cases will be moved first followed by your case history, and can be found under the Cases tab once you have signed in. You can access the new support experience by following these steps: Go to  https://www.ibm.com/mysupport To participate in the discussion forums, and to submit and manage your support cases, you will need to sign in. If you sign in to your IBM Business Analytics cloud service using the same user name and password that you use on your organization’s network then you can sign in to the IBM Support Community the same way. Otherwise you should sign in using your IBMid user name and password. Note that this is not the same as your IBM Client Success Portal user name and password that you most likely use today to submit and manage your support tickets for your IBM Business Analytics cloud service. If you do not have an IBMid, you can sign up for one here: https://www.ibm.com/account/us-en/signup/register.html. Note that in the new support experience you will, by default, receive a notification email whenever an update is made to one of your ongoing cases. Please do not reply to this notification email as this will not update your case. The notification email contains a link directly to your case where you can review the details of the update and respond appropriately. You can configure your email notification preferences for support cases and discussion forum updates. Please see the following community release update for further information, https://www.ibm.com/mysupport/s/article/Case-Email-Notifications. If you experience a problem with the IBM Support Community (such as a login issue, etc.), we are here to help.  Please submit your issue via the link found near the end of each page in the community and someone will get back to you as quickly as possible. We hope you enjoy the enhancements of this new IBM support experience and always welcome your feedback.

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Transition to a New IBM Support Portal

We heard you…and we are taking actions to improve your Support experience! IBM appreciates the opportunity to have you as a customer.  We always strive to seek new and better ways to improve our communications and support that we offer.  With that in mind, we are implementing a new Support Portal for a select number of IBM products, including Business Analytics. Our new portal will be supported by IBM Watson and will provide you with enhanced transparency into your ticket resolution workflow along with improved self-service options. You can watch a short video to learn more: https://ibm.co/2gKKwlK When we transition to the new Support Community, you will be able to access the new portal to open a new ticket (which will now be called a “case”).  At this time, you will no longer be able to access the current Support portal for the Business Analytics solution, and you will be redirected to our new Community. We will provide you with more detailed access information as we get closer to the transition date. The new Support Portal will be a “one-stop shop”for Customer Support related information for the Business Analytics solution, and will offer you the following self-service capabilities: Ticket creation/updates Ability to attach documents for review by Support Simplified search capability to view ticket history and knowledge base artifacts And much more! We will continue to expand this new platform so that all IBM customers will have this new, improved Support Experience. Should you have any questions, please contact your IBM Business Analytics team. Regards, IBM Business Analytics Support Team Also see... Adding Interested Parties to your case in the IBM Support Community What is the role of a Primary Site Contact How to request full access IBM Support Community Blog articles on the IBM Support Community  

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Inviting team members to your case in the IBM Support Community

In the new IBM Support Community, you can invite other members of your team to stay informed about, or contribute to, a new or ongoing support case. Click the Case Number for the case that you would like to invite one or more of your team members to. In the right side of the case details page click the Invite other team members icon.       Select the team members that you want added to the case. Click Save. The team members that you have invited will now receive case update notifications. They can also add comments and upload files to the case. And they will find your case and others they’ve been invited to in the Cases I’m invited to views in the Cases section of the support community.   Need to add a team member to your list? If the person that you would like to invite to your case does not appear in the list of available team members then they may not yet be authorized to access support under your organization’s account or they may be authorized in the Basic User role, meaning that they can only see and update the cases that they own. For security reasons, only a user authorized in the Full User or Administrator role by your organization’s Site Technical Contact or his/her delegates can be selected to be a case team member as these roles allow them to see and update all cases submitted under your organization’s account. Once signed in to the support community users can check their current authorized role by selecting the User administration option from the user profile menu in the right of the page banner, If your colleague already has Basic User access a link is provided to request an upgrade to Full User access. However, if they have no current authorized role then they will need your organization’s IBM customer number and the country where it is registered to submit a request, You can find your IBM customer number and country to provide to your colleagues by checking your existing access under the User administration menu. Your organization’s Site Technical Contact and/or their delegates have the Administrator role and may have defined rules to automatically approve requests for the default Basic User role based on a user’s email address domain. However, they rarely do this for the Full User role and so requests for additional access usually trigger a notification to these administrators advising that there is a request pending their review and approval. This access can also be requested through our legacy IBM Service Request tool, https://www-946.ibm.com/sr/help/register.html Also see... The role of the Site Technical Contact IBM Service Request User Access Levels How to request full access IBM Support Community Blog articles on the IBM Support Community    

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VIDEO: New Support Community coming December 11, 2017

In preparation for the upcoming shift to our new Support Community on December 11, here are three videos that serve as a good introduction - Introducing the IBM Support Community | Search Introducing the IBM Support Community | Forums Introducing the IBM Support Community | Open and manage cases