IBM Support Portal release 9.1 is live!
John Pisello 120000AMQQ Visits (6053)
IBM Support Portal (support.ibm.com) release 9.1 is live as of August 20, 2014. This release introduces IBM Call Home Web, an important new feature for IBM hardware customers. It also includes some design tweaks, relocates two existing features, and adds support for Power8 models in the mobile System Information module. There is also one known issue for users of Internet Explorer versions 10 and above.
IBM Call Home Web (beta)
IBM Call Home Web is a new feature that allows IBM hardware customers to see automated “call home” messages reported to IBM by supported* hardware systems (when this feature is enabled). Most IBM systems can send some types of call home information to IBM, including (but not limited to) heartbeats, problems, inventory, fix orders, diagnostic data, and performance data.
IBM Call Home Web allows customers with associated hardware systems to view and manage their call home events within Support Portal. Customers can access the IBM Call Home Web feature from the My support programs module on the Support Portal home page:
*Currently supported product families are Disk Systems, Flash Storage, Network Attached Storage (NAS) [certain products], Power, PureFlex [certain products], Storage Software, and Tape Systems. Future releases will add support for other product families.
The primary view is a “dashboard” of the customer's call home events organized in various ways. Customers can sort and filter events, drill down to more details, and export the event and system data to a spreadsheet file:
Other views allow customers to manage their list of systems (adding, removing, and grouping them), and to view events based on their automated system inventory. The Site Assistance page provides help for using the new features.
Customers who already have systems in the My systems page (available from the My support programs module on the Support Portal home page) will see those systems populated in IBM Call Home. Customers can also add systems using the “Manage my systems” tab, by providing machine type and serial number. (IBM Call Home Web might also prompt the customer to issue a test problem event from the system to prove their association to the system.) For more details, see the “Registering systems” topic in the Site Assistance page.
Site design updates
Title area, product finder and search
The title area has been redesigned to reduce confusion between the Product finder (previously called “Product lookup”) and Search support features. Both entry fields have been moved out of the gray title area, and a horizontal line provides visual separation between the two features.
For visual interest we've added a graphic on the right side of the title area. To the left of the home page title we've highlighted our award by The Association of Support Professionals as one of the top 10 web support sites for 2014.
My support programs
Customers can now provide feedback on any page in Support Portal via the floating Feedback widget anchored to the right edge of the browser window.
Selecting the Feedback widget displays a pop-up form allowing users to enter comments and optional contact information.
We are implementing similar feedback forms on many of IBM's Electronic Support applications (Fix Central, My Notifications, Service Request, and technical support documents) beginning in the second half of 2014, so customers will have a consistent feedback experience.
Customers now have direct access to security bulletins for their current product by selecting the Flashes, alerts & bulletins link in the Product support content module on any product page. Previously, customers had to follow a link to a separate IBM Security Bulletins site, and then navigate a product selector, to view this critical information.
Power8 support in mobile Service Information module
The mobile Service information module now supports the recently announced Power8 systems. Power8 systems are shipped with Quick Response (QR) codes that customers can scan with their mobile device to quickly find support documents, videos and social media specific to their product.
Also, the mobile Service information module has been enhanced to support products at the machine model level. Existing QR codes without the model specified are still supported.
Buttons may not work on IBM Call Home Web Manage my systems page for IE10+ users
In some cases, when the Manage my systems page is first displayed in Internet Explorer 10 and above, the buttons on the page may not work. Reloading the browser page (by pressing the Refresh icon or the F5 key) resolves this problem.