Over there you'll get updates on the new support portal releases including features, fixes, and other updates to improve your experience with the IBM Support Portal. Case in point: take the latest blog entry there titled: "IBM Support Portal R8.2 has been deployed". In that post you'll find information on the key updates surrounding:
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.
Did you miss Pat O'Connor's session at #IBMInnovate? Join his webinar tomorrow! Pat will be speaking on "How to Use IBM Support Effectively", June 19 @ 12PM EDT! Register now to get your seat: http://bit.ly/J57mvv
Abstract: Be successful faster with IBM software investment by learning the best practices for utilizing the power of IBMs global support organization. Patrick will discuss and demo the best ways to work with the online tools, obtain fixes, manage licenses, and engage IBMs support engineers. This session is not only for new IBM clients. So much has changed in the past 12 months regarding IBMs support processes and online tools that this session is really a must-see for all IBM customers large and small.
The IBM Support Portal has been updated in May based on your feedback!
Earlier last week, IBM significantly updated the IBM Support Portal with improvements to make this worldwide one-stop site for technical resources for all IBM products even more effective and useful for our clients. Some are adjustments our clients have requested, others are redesigns to improve our clients' efficiency in finding the information they need. Here's a quick rundown of new capabilities to look for.
Click on the highlights image to the right for a full-size version of the associated screen captures.
Product selection enhancements Notification subscription enhancements New social media tag display and search filtering
Product selection enhancements
“Quick start” page has been simplified, and users will notice a cleaner interface.
“Find a product” has been simplified, and users will notice a cleaner interface. (Click on the image to right for a larger image of this update.)
After users select the Version for a product, only supported operating systems are available for selection.
Find a Product - New “Products for <user name>” option A new radio button titled "Products for <user name>" has been added and offers three choices: My AVP products, My inventories and My supported software.
My AVP Products This option was previously located under the “Browse for product” section. If selected, it provides a list of products included in Accelerated Value Program contracts.
My inventories This option was previously located under the “Browse for product” section. If selected, it provides a list of inventory files uploaded through Fix Central or Electronic Support Agent.
My supported software This is a new option allows users to select products based on their list of supported software products registered in Service Request.
New Information Icons
Information icon for “My inventories” From within the “My inventories” product list box, selecting the blue “i” (information) icon provides additional information about which inventory file (or files) contain that product.
Information icon for Serviceable Software Products
When a Serviceable Software Product appears in the "Find a product" selection list, the blue "i" (information) icon appears beside the offering name if the SSP is expandable.
Selecting the icon displays the list of products in the product offering.
Serviceable Software Products are collections of software products that share support content such as DB2 for z/OS which is a group of related tools.
Notification subscription enhancements
Signed in users can quickly subscribe to download and fix notifications in the "Downloads and fixes" and "Problem resolution" modules. (Click on the image to right for a larger image of this update.)
This feature provides the ability to subscribe to downloads and fixes for products the user is not currently subscribed in My notifications.
New social media tag display and search filtering
User defined social media tags previously were displayed on the search results page, but could not be searched by keyword or filtered from the search results page.
Users can now filter on social media tags when selecting "View All" or "More" results links within portlets. (Click on the image to right for a larger image of this update.)
Clicking on the tag will search for other documents that contain the tag. Up to five user-defined tags will display on filtered results list.
To remove a tag from the filtered list, select the [x] beside the search tag for the "x" beside "Remove all".
You will find additional details and screen captures for all the updates plus some "before & after comparisons on the IBM Support Portal's technical blog. To submit feedback, visit the IBM Support Portal site and select the "Support feedback" link in the right column.
Need downloads, documentation, training, or other support resources? Having trouble finding what you need on IBM.com? Looking for help and you just don't know where to go? Fear no more, my loyal readers, this document lists resources for IBM Rational products to assist you with learning the products, getting help, or just getting started:
Truly a smörgåsbord of information right at your fingertips.... or, mouse tip... or pointer tip to be even more pedantic. A bevy of information and assistance awaits you!
Of course, this list reflects a small portion of our knowledge base. If your problem or question is not featured here, head on over to the Support Portal to customize your portal experience and navigate to relevant content or perform keyword searches based on your needs. You can also click the developerWorks tab to seek answers, advice, or opinions from other users in the Rational Community.
The same great products and content now organized to better serve you!
To provide a better experience for you, our clients, on the IBM Support Portal, all IBM product edition pages on the IBM Support Portal are in the process of being consolidated into a single Rational product family pages on IBM Support Portal. The net effect of this will be fewer pages to sift through to get the information you need, and less complexity for our product families.
Specifically, the following five product families have completed this page consolidation and are now available on the IBM Support Portal in their singular family page form:
The great news for you? There is no action required from IBM clients whom have already customized their IBM Support Portal with the previous editions for the products noted above, as these product edition pages have been automatically merged into the new product family IBM Support Portal page.
Additionally, if you are subscribed IBM clients, you will continue to receive IBM MyNotifications updates for the previous product editions plus you may sign up for new alerts as well via the same subscription features in MyNotifications. Now's a great time to take a moment and verify you ARE subscribed to what you need, or to setup new subscriptions if you aren't already receiving notifications! Truly a win / win!
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
This weekend, we'll be performing some
critical maintenance on our systems, and as such, our technical support
content will be unavailable for a period of time between 9:00 pm ET Saturday, July 23 2011 and 1:00 pm ET Sunday, July 24 2011.
What you can expect:
The IBM Support Portal will be operational, and Site Availability and News portlet will contain information on the outage
Search will provide results; but links will not reach content
The IBM Support Portal has been updated again in May based on your feedback!
IBM has significantly updated the IBM Support Portal application in early May, with improvements to make this worldwide, consolidated support site for all IBM software products even more efficient and useful for our clients. Some changes are refinements our clients have requested, others are new features to improve the efficiency and speed with which IBM resolves support requests.
This release features improved product selection, the addition of Technical Support Chat to the Service Request pages, improved navigation and much more.
Have you been putting off using the IBM Support Portal to find that critical piece of information to help you through an issue just because you thought it was too tough to navigate? Well now you don't have an excuse as we show you how simple IBM Support Portal really is!
This video demonstrates the
3-step quick start process for getting started using the IBM Support Portal for
your on-line technical support needs: