This past weekend, IBM updated the IBM Service Request application.
Highlights of the new features deployed on October 9th:
All users will get multi-ICN search capability
Makes it easier to access the IBM Service Request (SR) application.
All you need is a valid IBM Customer Number (ICN) – then you’ll be let
into SR. You won't have to wait for your Primary Site Technical Contact
(PSTC) to approve you.
You’ll be let in to manage your own service requests, before you get approved by your organization's PSTC.
Your PSTC will automatically be notified that you would like access to
that ICN's SR account - which will allow you to see not just your own
service requests, but all requests submitted by your organization.
Unread Service Request indicators
Previously an AVP-specific feature, now opened up to all IBM clients.
Allows SR users to search across all their organization's ICNs in order to manage more effectively their service requests.
Reorganized the menus
that has changed since the last time the user has read it in SR will show up with a blue dot next to it and it will be bold.
They make more sense now.
Example: To see the current list of ICNs you have and to request access
to additional ICNs, use the My Agreements option that is new to the left
navigation. This replaces what used to be in Relationship
Improved new product selection
On the My Agreements page, you can see the status of your email address.
If it isn't validated, then you can select the "Verify your email
address" link. An email with a special link will be sent so you can
verify your email address.
The advantage of verifying your email address is that a Site Technical
Contact (STC) can set up automatic approval based on email domains for
This new verification is now required to gain access to any additional ICNs or to become a provisional caller.
When opening a new Service Request record, you can search across components and products at the same time.
The search also dynamically changes as you type and there is no longer a
limit on the number of products or components that come back
(previously it was 500)
The IBM Service Request (SR) application is used to open, update, and report on service requests (formerly called Problem Management Records, or PMRs) online.
Additional Important links:Many thanks to Patrick O'Connor (aka @rationalwebguy) for the content of this blog post! Image credit: (cc) roland