As a welcome to the new year, we've just released th IBM Technical Support mobile app for Android which is now available via Google Play!
You can use this mobile app to:
Expedite troubleshooting by searching for, viewing, and bookmarking technical support content like documentation, APARs, technical articles, and Redbooks.
View and update your software and hardware Service Request tickets whenever and wherever you need to.
Discover the best fixes for your system and email the fix orders using the Fix Level Recommendation Tool.
Look up warranty information for hardware systems by scanning the bar code or entering the Machine Type/Serial Number.
View Customer Support Plans for your products.
Contact IBM, with geo-location assistance and click-to-call.
Provide feedback about the app through its Feedback form.
The IBM Technical Support mobile app provides a new way for you to get quick, effective product technical support assistance from IBM. Check it out by downloading it from Google Play today! Please also note that an iOS version will be available soon.
Our friends in IBM Electronic Support have gone that extra mile for us all and published a seven part series of blog posts covering various ways to get more out of IBM Support. We've rolled all their posts into this single point resource to find them more easily and connect them in order to help you not only find the information you need, but when you need it!
Visit the IBM Electronic Support site! - The new IBM Electronic Support site is ready to help you with all your IBM Support questions! Today's blog is the start of a series covering the IBM Electronic Support information site @ ibm.com/electronicsupport . You can...
Visit "Prevent problems & stay informed"! - Prevent problems & stay informed The new IBM Electronic Support site is ready to help you with all your IBM Support questions! Today's blog is part 2 of a series covering the IBM Electronic Support information site...
Visit our "Find info" page! - Find the information you need quickly and easily The new IBM Electronic Support site is ready to help you with all your IBM Support questions! Today's blog is part 3 of a series covering the IBM Electronic Support information...
Visit our "Download fixes & updates" page!- Download fixes and updates The new IBM Electronic Support site is ready to help you with all your IBM Support questions! Today's blog is part 4 of a series covering the IBM Electronic Support information site @ ...
Visit our "Troubleshoot Problems" page! - Troubleshoot Problems The new IBM Electronic Support site is ready to help you with all your IBM Support questions! Today's blog is part 5 of a series covering the IBM Electronic Support information site @ ...
Visit our "Work with Support" page! - Work with Support The new IBM Electronic Support site is ready to help you with all your IBM Support questions! Today's blog is part 6 of a series covering the IBM Electronic Support information site ...
Visit our "Learn More" page! - Learn more about your IBM products The new IBM Electronic Support site is ready to help you with all your IBM Support questions! Today's blog is final entry of this series covering the IBM Electronic Support information site...
Here in the states most of us are off celebrating the Presidents' Day holiday. But have no fear, we've not forgotten that you still need technical content to help you, even on holiday hours! To that end here is a list of videos from our friends at IBM Electronic Support designed to help you find the content you need, when you need it!
If you're unlucky enough to be stuck working this week, we hope at least that you will be able to take the quiet time and accomplish some of those forgotten items. To help you do that, here's a listing of some Quick Tip videos and How-To tips from IBM Electronic Support's community aimed at helping you get the most from the IBM Support Portal and Fix Central:
Tip of the Week: How to Link your IBM Customer Number to your IBM ID- What benefits do I receive by linking my IBM Customer Number (ICN) and my IBM ID? Ability to download software fixes you are entitled to. A customized view of your IBM products and services. Viewing content that made available to IBM clients only. Faster creation of service requests. With full access, the ability to see all current service requests across your company under your linked ICN. For additional help with linking your IBM Customer Number (ICN) and IBM ID in the IBM Service Request tool, visit this checklist with screen captures of the process: http://ibm.com/software/support/servicerequest/quick_start.html
Last week, we rolled out a new release of the IBM Support Portal! We've been listening to your feedback across various channels and have worked hard to continually improve our offerings and capabilities to provide you with the right answers to your challenges.
Take a quick look below at some of the top changes we've implemented, but don't linger here too long; you'll want to jump over to the IBM Support Portal to see the changes for yourself!
IBM has replaced the banner image with a new “Support shortcuts” module. This new module contains the links to the top 5 support tasks based on your feedback.
Clicking on the Fixes (downloads) link in the new “Support shortcuts” module opens up a “Refine my fix list" window. This window allows you to select version and OS, then continue to a list of specific fixes. You may also select the “Show me more options” link in the “Refine my fix list” window. This link will take you to the full IBM Fix Central site, where you may find additional product fixes.
Clicking on the Open a new service request link in the new “Support shortcuts” module opens up the IBM Service Request site. Clicking on the “Service requests & PMRs” link in the top navigation tabs will also open the IBM Service Request application. This site has also been updated recently with new layout and links. This site allows you to work with all aspects of your service requests.
Clicking on the Product documentation link in the new “Support shortcuts” module opens a focused search results page showing just the documentation for that product. You may either use the left nav to navigate to the answer and/or search this list using the “Search within results” field.
Clicking on the Problem resolution link in the new “Support shortcuts” module opens a focused search results page showing just the technical library documents for that product. You may either use the left nav to navigate to the answer and/or search this list using the “Search within results” field.
Clicking on the Plan an installation or upgrade link in the new “Support shortcuts” module opens a focused search results page showing just the support documents written as helpful for installs or upgrades for your products. You may either use the left nav to navigate to the answer and/or search this list using the “Search within results” field.
Clicking on the Communities link in the top navigation tabs will open the new Communities page. IBM has greatly simplified this page, leaving only 3 to five main links for each product. Additionally, IBM has added social business feeds appropriate for each product. “More” will open up a new page with additional community links. You are able to filter the social business feeds using “Filter results”.
For complete information about all of IBM's Electronic Support sites and tools, please visit: ibm.com/electronicsupport . This site contains numerous electronic support demo videos – all hosted on ibm.com.
Here's another great video from IBM Electronic Support. By now I know you are all aware of how much we value direct feedback, both on our social efforts, as well as on our support generated content. While we've beat that drum quite a bit, this new video shows how easy and simple it is to rate a document and/or leave comments for the content author. This video shows you how to provide specific feedback about IBM Support Portal documents and how to tag valuable content for easy access. Visit the IBM Support Portal at: http://ibm.co/SupportPortalfromYT
Hot off the IBM Electronic Support presses, or rather editing stations, comes a new video highlighting usage tips and tricks for using Service Request (SR) to review your PMRs. Take a gander at this short two minute video to learn how to find, review, and even export your PMR data!
Hot on the heels of our social survey analysis post indicating a desire for more information on accessing things like downloads and connecting the dots through IBM.com systems, I give you the following two updates recently released by our IBM eSupport team!
First and foremost is a change to FixCentral which you may have already encountered in part. At the end of January, IBM made changes to IBM Fix Central with improvements to make this worldwide one-stop site for updates for all IBM products even more effective and useful for you.
The key highlight: An IBM ID will be required to download fixes for a majority of IBM products
Starting on January 31, clients accessing Fix Central will require an IBM ID to download fixes for all products (except selected Networking, SAN and System x products). This extends the requirement beyond the November 13, 2011 announcement which included AIX and VIOS.
More details on the IBM Fix Central Sign-In Updates are available in the eSupport blog article here: http://ibm.co/w1lJwN
Secondly, we are happy to announce that the IBM Support Portal Advisor Beta was recently released for a limited set of IBM products.
What is the IBM Support Portal Advisor? The IBM Support Portal Advisor (SPA) is a new, truly interactive way to search IBM support content. It provides a more human-like interaction, with more information and guidance throughout the problem description process plus enhanced search capabilities.
Some of the key features
The IBM Support Portal Advisor interprets statements posed in natural language, clarifying and/or enhancing the user's input, asking for missing information.
It searches through multiple databases inside and outside IBM, cross-ranking search results from four search engines.
If a service request is opened after using the IBM Support Portal Advisor, the client's SPA search history is attached to the service request record, providing IBM Support a log of what the client has already attempted to find prior to opening up that service request.
To try the IBM Support Portal Advisor, please follow these steps. (Click on the image to the right for a full-size version of the associated screen captures)
1. If it is your first time to the IBM Support Portal, you will be presented with a "Quick Start" page. Choose at least one product from the list above and click "Continue."
2. If you are returning to the IBM Support Portal, make sure you have at least one of the products listed above set to "Active" in the left side's "Choose a product" module. You may use the left side's "Quick find" search to add the needed product(s) to your active list.
Once a beta product is active, a new "Support Portal Advisor beta" module will automatically appear on the "Support home" page in the center left column, 4 modules down.
1. The "Support Portal Advisor beta" module will also be visible on the"Troubleshoot" page, in the center right column, 4 modules down.
Click on "1-2-3 Guided problem determination" to begin your trial of this application.
As above, more details on this beta release of the the IBM Support Portal Advisor can be found in the eSupport blog article here: http://ibm.co/xS1RuG
We've often said that "knowledge shared is knowledge gained", and have implemented that concept within our content creation processes utilizing the Knowledge Centered Support ideaologies. Well, we have also implemented that same concept externally in our content by providing a direct method for you to share your knowledge as it specifically relates to the content you have found!
Here's a quick video which demonstrates not only how you can help improve content, but how we take your comments and act upon them: