Making Service Request (SR) work for STG clients
esupport 060000D5Y9 Visits (4965)
Today I will focus on how to best use SR ( Service Request ) to report STG Software problems to the IBM support organization. To get the most out of SR you should understand how to find the help information needed to accomplish your task of opening a new service request, or viewing existing service requests. The starting point for any questions for SR should be the “Help” tab which will take you to an extensive list of help pages. These pages describe how to access SR, using SR, how to manage your SR accounts/customer numbers, and how to get help from the SR Help Desk if you are having problems using the SR tool.
The documentation around “Accessing SR” is fairly extensive and describes registering your IBM login ID and getting the correct access levels for your customer number(s). For STG customers your focus needs to be on getting yourself and other members of your company configured so that each of your login ID's are tied to the correct customer number(s) which are associated with the SWMA agreements that cover the software products that you are needing to report problems against. This set of help pages explains how to use the “Support registrations” page to configure your ID. In addition to the help pages in SR, we also have provided a “IBM Service Request Quick Start” guide that will give you some help with access.
The help page for “Using SR” provides a list of FAQ's and explains how to use SR to open a service request and how to find service requests opened against your customer number(s). In addition to these help links, we provide an “IBM Electronic Support Channel” on Youtube which has several videos on how to use SR. (i.e. SR on mobile, SR to review PMRs, SR problem submission, etc....).
If after reviewing the above links you continue to have problems with SR there are two methods for getting assistance. First is the feedback mechanism which can be used to send in suggestions. You can also use the “SR Help Desk” which allows you to open a help desk ticket and track issues with the SR web tool itself.
Dennis Heideman is the STG Web-based Electronic Problem Reporting Lead and has been working on web based problem reporting solutions within STG for 8 years.