Saurabh.Tyagi 270005CY2K Visits (1074)
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.
Saurabh.Tyagi 270005CY2K Visits (3486)
IBM Rational Jazz token license configuration on Jazz team server
Token based licensing is an option, along with floating and authorized user licensing, within the Rational portfolio. Technically, the basis of token licensing is on the traditional floating license mechanism and process. However, when it comes to how the license check out (consumption) works, it has a different behavior.
In a token environment, each product consumes a predefined token value, not a predefined quantity as it does in a traditional floating licensing environment. The license key has a pool of tokens from which the license server automatically calculates the tokens being checked in and out across users and products.
Lets discuss how a token based licensing model can be implemented for Jazz-based products.
Jazz-based products use IBM Rational Common Licensing (RCL) token service provider, which is an extension of the Jazz Team Server (JTS) that forwards token requests to an IBM Rational License Key Server (RLKS). Jazz-based products and non Jazz-based products can share tokens from same pool of tokens.
How to generate Jazz tokens?
Log into the Rational license key center and follow the below steps to get the required Jazz tokens
You can also refer to the technote links below which will guide you in accomplishing this task:
To configure these Jazz based licenses, from a licensing perspective pre-requisites are:
The following picture shows a high level single server topology deployment of RTC using token licensing.
Once you have successfully configured your flexlm license server with token file, you downloaded from IBM Rational license key center (license.dat), Import the Jazz Keys (Jazz.Token.zip file) on the Jazz team server.
Post successful import of Jazz keys on the Jazz team server you will find an entry very similar to the below diagram
The above screen confirms that the Jazz tokens are successfully imported on the Jazz team server and we can now proceed to configure this Jazz Team Server to communicate with the Rational License Key Server that you installed and configured earlier.
In the Floating License Server section of the License Key Management page of your Jazz team server click the radio button next to IBM Rational Common Licensing Token Service to enable the service.
Hover over the icon in the Actions column until you see the edit hover. Click the icon to view the Server Configuration dialogs shown in following picture.
Configure the following two properties in the above dialog:
If the Jazz Team Server is able to connect to the Rational License Key Server, you'll see a green checkmark on the IBM Rational Common Licensing Token Service line as shown in following picture.
mquimby 060001FAVB Visits (1863)
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!
AcdntlPoet 2700019V2G Visits (4201)
In case you hadn't heard, it's Customer Service Week! We'd like to take the opportunity to honor and recognize ALL of the individuals across the world-wide Rational Client Support organization who are dedicated to your success every day.
And did you know? They aren't just on the phone or responding to emails. They are writing technotes, whitepapers, and redbooks. They are contributing to user groups, communities, and social media outlets. They are speaking at conferences. They are conducting early client programs. They are a tireless bunch, maniacally devoted to solving issues and helping wherever they are able.
We have been highlighting a few of these support stars on our "Meet the Peeps" interview series here, providing a "face" to the support and service side of the company. One of the recurring themes I have seen in these interviews really highlights the core of what Customer Service Week is all about: the people. Almost every interviewee has indicated the best part of working for Rational Client Support is the people. And I couldn't agree more. Having worked in a Technical Support role for much of my career, I can honestly say, my colleagues and clients alike were (and still are) the best part of the job, providing challenge, motivation, and best of all, inspiration.
But don't be fooled, those interviews only represent a small sampling as the breadth and depth of our tireless support organization, like an iceberg, is far greater than what can be seen sticking out of the water (or blog for that matter). With that in mind I'd like to ask you to take a minute sometime this week and let your support engineer (or any customer service worker) know how appreciated they are. Those small thanks really do go a long way!
Photo credit, Bryce Johnson, http
kellypuffs 06000168YK Visits (2877)
It is with great pleasure we announce that Rational Client Support's own David Sampson and Jasper Chui have been accepted into the IBM Corporate Service Corps program.
The IBM Corporate Service Corps is a leadership development program and focuses on economic, social and environmental challenges in emerging countries. It is often referred to as IBM's version of the Peace Corps.
The Corporate Service Corps (CSC) exposes high performance IBM employees to the 21st century context for doing business --- emerging markets, global teaming, diverse cultures, working outside the traditional office, and increased societal expectations for more responsible and sustainable business practices. CSC participants perform community-driven economic development projects in Africa, Asia, Eastern Europe and Latin America, working at the intersection of business, technology and society.
application process is highly competitive and it is an honor to be
Congratulations to David and Jasper on their selection for this program, and we look forward to hearing about their adventures!