mquimby 060001FAVB Visits (1210)
Having an issue with your software? Do you want to provide feedback? How about staying up to date on the latest content for your product? You have a variety of support services and tools from which you can choose!
As a new member of Rational Client Support or an existing one looking for a refresher, it is helpful to know where to go when you have a particular question, problem or goal. We have pulled together a series of videos that help you with that.
The videos, which you can find collected here, provide information on Rational Client Support services and IBM Support services in general. The videos provide an overview of the service or information on getting started. Topics include, but are not limited to:
Here is one of these videos from the Rational Client Support YouTube channel that demonstrates how to log into the IBM Rational License Key Center:
There might be some additional videos added to the list over time. So, keep this page bookmarked and keep it in mind when you are curious about our support and services.
Saurabh.Tyagi 270005CY2K Visits (1635)
IBM Online Service Request:
If you cannot solve a technical problem using the resources available from the product support Web page, you can quickly open a problem management record (PMR) to engage IBM Support.
IBM provides the Online Service Request (SR) tool to electronically submit and manage your PMRs through the Web. With EcuRep, you can attach files to the PMRs, which gives you more control over their content.
With SR, you can create new PMRs and update existing ones through the Web. If you have an active support contract for IBM Passport Advantage, you can do the following:
Obtain fixes, device drivers, software updates and more:
Obtain software and hardware/firmware downloads 24x7 for support in one location with a common interface, eliminating the need to call a Support Center representative or look across multiple support sites.
Read about fixes, install instructions and change history:
Readmes, release notes, install instructions and change history files are provided with the recommendations and downloads. You get the complete package when you are ready to download.
Access special downloads:
Same interface for special downloads or customized content. Registered clients can access custom fixes, or beta program fixes, that are not ready for wide availability; there is no longer a need for you to call into support and ask for these fixes to be shipped on media.
Interim fixes for IBM products:
Immediacy - Fixes made available for clients experiencing a particular problem, without waiting for a fix pack or release.
Understand SR and Rational best @ Client connect:
The Client Connect Program is a new Client Connect Program, which will be initiated by Rational Client Resource Center team to assist clients who are new to Rational Support self-assist tools.
Overview & Objectives:
Deliver a personalized one hour online session with demo on IBM Self-Assist web tools.
Deliver Client Connect (CC) Information Pack (PDF format - attached below)
Provide useful links to online resources through e-mail.
Help Primary Site Contact (PSC) or Primary Site Technical Contact (PSTC) of clients new to Rational Support to give a good start.
mquimby 060001FAVB Visits (1810)
There is a video available on the IBM
mquimby 060001FAVB Visits (2381)
There is a new video available on the IBM
mquimby 060001FAVB Visits (1628)
The IBM Support Portal has been on a roll. Recently, there were changes that made your navigation and usage of the portal easier. Now there are changes to the Support Portal search that help Jazz.net users!
Searches on IBM Support Portal specific to software such as Rational Team Concert or Rational DOORS Next Generation now produce results that include Jazz.net content.
You can find more information on this new Support Portal improvement in this
mquimby 060001FAVB Visits (1527)
AcdntlPoet 2700019V2G Visits (1929)
The new IBM Support Portal design has deployed!
The IBM Support Portal has a new look. You have suggested improvements for the IBM Support Portal. We've listened, and our new, simplified website is now available. The simplified design presents the most important content for your product to help you find the information you need, when you need it. After selecting a product from the top of the page, you'll find links to fixes, updates, best practices, product documentation, troubleshooting technical notes, social media channels, tools and resources, and so much more. Please visit the new site today at support.ibm.com!
We produced a short video introducing the new functionality that is now live
IBM Support Portal overview- video about the new design
At the IBM Electronic Support blog you will find an overview of the main pages of the new IBM Support Portal and a description of how to navigate within this new design. Note: Clicking on the images in this linked article will open full-size images in a new browser tab for greater visibility to the discrete features.
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Big changes are on the way, all based on your feedback...
Here's what's coming in IBM Support Portal:
For a more in depth look into our new, simplified website design check out the eSupport community's blog post which includes over 20 screen shots of the new design based on input from clients just like you!
AcdntlPoet 2700019V2G Visits (3894)
As a support organization, we know how important it is to get you the right answers at the right time. Today we'd like to highlight one of our many tools in our bag of tricks to help you...
As a user of the IBM Support Assistant (ISA) V4 workbench you're already familiar with its suite of powerful problem determination tools for the desktop. The latest release, ISA V5, is now server based, so many of those tools have evolved for the cloud. In this post on IBM Electronic Support's blog, Russell Wright takes a look at the different types of problem determination tools we have for ISA V5. We highly recommend Russell's article and encourage you to try ISA V5 to see just what it can do for you. Not familiar with ISA? Here's a quick explanation and link that should help clarify and lead you on the way to more effective and efficient problem solving! What is IBM Support Assistant? IBM Support Assistant (ISA) provides several, free software offerings that help you with a variety of problem determination needs. With focus on quickly finding key information, automating repetitive steps and arming you with a diverse collection of serviceability tools, you will be prepared for self-analysis and diagnosis of problems to resolve problems in less time.
Not familiar with ISA? Here's a quick explanation and link that should help clarify and lead you on the way to more effective and efficient problem solving!
What is IBM Support Assistant?
IBM Support Assistant (ISA) provides several, free software offerings that help you with a variety of problem determination needs. With focus on quickly finding key information, automating repetitive steps and arming you with a diverse collection of serviceability tools, you will be prepared for self-analysis and diagnosis of problems to resolve problems in less time.
AcdntlPoet 2700019V2G Visits (2154)
Did you miss Pat O'Connor's session at #IBMInnovate? Join his webinar tomorrow! Pat will be speaking on "How to Use IBM Support Effectively", June 19 @ 12PM EDT! Register now to get your seat: http
2012 - Customer Education - Getting Effective Support - How to use customer support effectively. Tuesday, June 19, 2012 12:00 PM - 1:00 PM EDT