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:
Submit and manage PMRs on demand, 24 hours a day, seven days a week, 365 days a year.
Describe your software problem and environment in your own words.
Monitor and update all open PMRs relative to a given IBM customer number, regardless of
whether the PMRs were opened by phone or with the SR tool.
Receive notification by e-mail when an update has been made to your PMR.
View closed PMRs.
Create custom reports in spreadsheet format.
Manage your SR Authorized Caller/User lists.
Note: This is only available to Primary Site Technical Contacts (PSTCs) and Secondary Site Technical Contacts (SSTCs).
Update your SR profile, including your name, e-mail address, phone numbers, time zone, e-mail notification preferences, and the language for the e-mail notification.
Attach files to your PMR.
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.
Using the SR Tool
How to Reset Password for IBM Online Service Request (SR) tool
Rational Performance Tester Support Policy for Firefox SR 10
Using ECuRep (Enhanced Customer Data Repository)
Quick reference guide for using Service Request tool to manage your Rational PMRs
Download fixes and updates