Saurabh.Tyagi 270005CY2K Visits (1435)
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 (2041)
Our neighbors over at the IBM Electronic Support Community blog have an excellent post regarding the newest updates for IBM Service Request.
IBM Service Request has a new user interface and updated features to help make the managing of your service requests faster and more efficient. Your feedback has a lot to do with these improvements. The IBM Electronic Support Community blog post has change details, links to additional resources, and information on how you can provide continuing feedback.
Check out the blog, and experience the changes today!