dmmckinn 1200006SCS Visits (6128)
In a previous post (IBM IoT will soon Launch the new IBM Support Community for its offerings) we announced our move to the new Support Community for some of our On-Premise product offerings. As we move forward with our efforts to improve the support experience, we are pleased to announce that the same improvements will be coming soon to our support model for our Continuous Engineering products.
When the Continuous Engineering offerings are migrated to the new Support Community, Support Portal or Service Request will redirect you to it where you can log in using your existing IBM ID & password. For your convenience a "Get help" link has been provided at the top & bottom of the page.
You can find a list of common FAQs in the following technote:
G.G.Dexter 2700008NN4 Visits (8515)
IBM continually strives to seek new and better ways to improve the support experience we provide. With that in mind, we are pleased to announce the upcoming improvements to our support model for our On-Premise products. When these offerings are migrated to the new Support Community, Support Portal or Service Request will redirect you to it where you can log in using your existing IBM ID & password. For your convenience a "Provide Feedback" link has been provided at the top & bottom of the page.
You can find a list of common FAQs for your offerings in the following technotes:
We hope you enjoy the enhancements of this new IBM support experience and welcome your feedback.
JeffLong 270005B0Q4 Visits (9268)
IBM TRIRIGA Support works on addressing problems through a problem ticketing system where each issue is logged as an IBM Service Request (SR) or Problem Management Report (PMR). IBM TRIRIGA Support manages problems reported via this process.
This page has a Support Resources Home section that provides numerous links to some great resources, including a link to our IBM Service Request system where you can open a Service Request (SR). For convenience, the link for creating a Service Request (SR) is here: http
Alternatively, on the IBM TRIRIGA Information and Support Resources page there are also IBM Support phone numbers that can be used to call for support.
Once an SR/PMR is opened, it can be tracked for updates via the SR tool. You may also request an update at any time and this will notify the Support team to follow up with you as soon as possible.
For the most efficient IBM TRIRIGA support experience, a few guidelines should be followed:
Also, it is important to have one problem per SR/PMR because if the problem reported is determined to be a defect, we will create an APAR for it and an APAR also can only cover one distinct problem and we can only create on APAR per SR/PMR. More information about SRs, PMRs, and APARs can be found here: http
Please keep in mind that if all issues are logged as severity 1 issues, this is a misrepresentation, and IBM will be unable to provide adequate timely resolution for truly critical issues for all customers.
Keep in mind that any inside knowledge about your particular problem or environment is good to provide as well because Support deals with a wide variety of issues and test cases and might not be aware of how a particular customer has customized their envi
Finally, try to be prompt and clear in your responses as we communicate during the resolution process. Especially with high priority issues. The quicker you can reply that you have received any updates and let us know your response, the better. Again, due to the large volume of issues coming in, by quickly responding it can ensure that your issue remains at the forefront of the minds of those involved.
For additional guidance on the IBM TRIRIGA Support process, please see the following link for our IBM Support Handbook: http
AcdntlPoet 2700019V2G Visits (9678)
IBM Service Request Quick Start - This 3 video playlist, beginning with the topic "Site Technical Contact 101" is provided to help you navigate the Service Request tool on IBM.com for opening PMRs electronically. The next two videos on the list are: "Using IBM Service Request on your mobile device" and "Creating reports about software service requests with Service Request (SR)". Start with the first in the series below and follow the prompts at the end to continue watching the rest in the same window: