Fix Central: Common Issues and Submitting Feedback
KelleyAnders 11000074JH Visits (6086)
As July comes to a close, before moving on to the next featured Electronic Support Tool for August, I'd like to share some information about a common issue on Fix Central and how you can resolve it. Also, I'd like to provide information on how you can submit feedback on your Fix Central website user experience.
A Common Issue:
Some, not all, and certainly not the majority, of fixes on Fix Central are entitlement restricted. This means that you need a valid Passport Advantage (PPA) Support contract in order to download those fixes. The most common issues that clients run into is that either they are not an authorized user on their PPA support contract, or the userid that is listed as an authorized user in PPA is not the userid that they are using to log in to Fix Central, or both. See one of our April blog posts on the IBM userid as a reference.
You'll encounter the following error message if there is an entitlement issue:
So how do you resolve the issue? FIx Central, provides help and clicking on the link in the error message will take you to more information. about the error. Ultimately, this leads to Passport Advantage (PPA) on-line. I highly recommend checking with your company's technical site contact for the PPA support contract to have them add you to the authorized users list. Additionally, you can verify with your technical site contact, the start and end dates of the support contract and which products / part numbers are covered by the contract. Additionally, ensure that the PPA userid on the authorized users contact list is identical to Fix Central userid (e-mail address) that you are using.
PartnerWorld Members are not currently enabled to download entitled fixes automatically. You can get assistance for downloads today from the previous link, which takes you to a feedback.htm page to request assistance.
The Feedback menu option is located on the left panel menu of all Fix Central web pages. Selecting Feedback brings up a window in which you can enter required and optional information. All required information is highlighted with a red asterisk. A note on the optional information. Although IBM customer number is not required, it is extremely useful. For example, if you are having problems trying to acquire an entitlement restricted fix, providing your customer number can enable IBM to more quickly diagnose the issue and provide a resolution. Your IBM customer number is 7 characters in length and please include leading and trailing zeros. Please choose one of the comment types from the drop down list.
The referring url is filled in automatically based on the web page from which you selected the feedback option.
In the comments section, entering the following information can also assist in routing your feedback more quickly to the appropriate area:
Clicking submit sends your feedback to IBM. IBM wants to hear from you on how we can improve the electronic fix distribution experience.