IBM's Service Request has been updated based on your feedback!
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IBM's Service Request has been updated based on your feedback!In the beginning of April, IBM significantly updated the IBM Service Request application, with improvements to make this worldwide, consolidated system for submitting technical support requests for all IBM software products even more efficient and useful for our clients. Some changes are refinements our clients have requested, others are new features to improve the efficiency and speed with which IBM resolves support requests. Here's a quick rundown of new capabilities to look for.
Highlights of this recent update
The detailsEnhancements for Technical Support Chat (TSC)
With this latest version of IBM's Service Request site, we are pleased to announce a set of enhancements which increase awareness of when Technical Support Chat (TSC) is available to our clients. Previously in IBM Service Request, the option to use TSC was available only during the service request create and update process. Now from the Service Request Home Page, in the "My Recent opened service requests" list and Search Service requests results list, an orange chat icon will be visible by each service request where TSC is available (see Figure 1). A single click is all it will take to begin a Technical Support Chat with a support expert. Coming in the very near future, Technical support chat will be offered from the Service Request portlet search list in the IBM Support Portal.
With April's version of IBM Service Request, we have increased availability and opportunity for our clients to chat with an IBM technical support expert.
2 New Service Reqest User Types
New Doctor user type for Initiate Acquisition
Initiate Support licenses to Hospitals and Medical Center (aka “Sponsors”), who then contract with Doctors via a “subscription” service. The Initiate acquisition brings on doctors that seek direct support and require the ability to submit service requests and view them using IBM Service Request (SR).
This feature allows IBM Service Request to provide support to the Hospitals/Medical Centers/Doctors population currently being supported by Initiate. The ability to use SR with restricted access would ensure Doctors can create service requests in SR, but can only view service request opened by them without any visibility to other service request under the Hospital/Medical Center ICN.
New Student user type for SPSS Acquisition
Statistical Package for the Social Sciences (SPSS) Inc. sells software products to college students who are then enabled for installation support only.
This feature allows IBM Service Request to provide installation support to the general student/academic population being supported by SPSS. SR will restrict student users to only view the service request opened by them without any visibility to other service request under the “generic” ICN.
IBM has also made various minor updates to the user interface based on recent client feedback.
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