We are very excited to announce the launch of the Rational Common Licensing Support Community, we at IBM Rational are constantly striving to reduce the time it takes for you to gain value from our products and solutions for the technical problems you may have.
We'll do our level best to help you. This is the place to engage and report your technical problems, make suggestions, get involved in testing, learn more about the site, keep up on changes, learn about new features and functions being released and what's new, and ask questions about getting around the online community.
This community is a central hub for →
Finding information and references to help plan, set up, and maintain your Rational licenses
Discussing ideas with, and ask questions to the Rational Licensing team
Each ICON displayed below will help you understand, what this community is all about and how we have assembled the information keeping in mind the ease of access. As we understand that juggling your business commitments can be hectic, so we have assembled information we think will ease the stress a little. Check out different blocks like, Troubleshooting, Questions, News & events, Contact information, Plans, etc., and find important release information and access to resources ( testing ) offered by our experts. Need to change your business load or direction, or talk to someone about your migrations and upgrades? We've got that covered too. It is all part of our commitment to supporting you in enhancing performance.
How to Participate:
Register and log in to IBM developer Works
Join the Rational Common Licensing Support Community
Find answers by searching the forums
Plan or optimize your license deployment by reading materials and references
Check out updates and news about Rational licensing
Share your comments and experiences with others!
We hope that sharing this sort of information with in the community will be helpful to your teams as you work on your projects. Also, we hope that you’ll comment and participate in sharing your own tips and tricks from your experiences, both for the benefit of other community members and to help us build tools that better suits your needs.
I’ll keep this information short to allow you to explore the new community and share your views on the same.
We've got some amazing speakers from Rational Client Support presenting some wonderfully informative sessions at Innovate the new IBM Technical Summit this year!
Take a look at the table below and be sure to add the sessions to your agenda! Where possible, the session ID links to the InnovateSmartSite.comagenda search for that particular session to make it easy to add in to your daily view!
As we did last year, we will also remind you of the sessions for the day during Innovate on the days they will be presented... so keep an eye on the blog and make sure you don't miss out on these great talks!
A virtual scenario for practice performing a CLM server rename
There are various reasons to desire to change the server name: corporate policies change, changing subnets, or to have a fully qualified domain name. There are several use cases which are supported by the server rename capabilities in Rational CLM from creating a new staging environment to going from pilot to production. This hands-on workshop will enable the user to understand the planning and activities involved with renaming a CLM server.
Gerald Mitchell, Rational Global Response Team (GRT)
Heather Sterling, Rational Jazz Development
Scrum is one of the most popular approaches used by agile teams and Rational Team Concert one of the best tools available to support it. We briefly review the Scrum framework and then work through an example of setting up a product backlog and planning and executing the first sprint.
Millard Ellingsworth, Community Leader - Collaborative Lifecycle Management
Come discuss the manner in which you manage IBM Rational deployments and troubleshoot problems. What works for you and what is lacking? The session leader will review recent serviceability work in the CLM Solution, RDz, and other tools. Use this opportunity to provide the Rational team requirements for the information and tools you need to manage solution deployments. Will touch on the recently introduced Deployment Wiki, Smarter Server (a prototype), recent product upgrades for RDz, RQM, RTC, RRC.
Sharon Tavilla, Program Director Client Solutions Support Gerald Mitchell, Rational Global Response Team (GRT) Susan LaFera, Program Director, Rational User Technologies
RCS Session: Achieving success with the right technical information
Come join the Rational content development leads to discuss how the world of technical information is changing. Here is your chance to tell us what you need! The information to help you succeed lives in many places and many forms. Learn about recent changes that make it quicker and easier to find Rational technical content.
Susan LaFera, Program Director, Rational User Technologies
Knowledge Sharing is a key initiative of the Accelerated Value Program. In this roundtable discussion, we'll exchange ideas for how Rational solution architects and administrators obtain the advanced knowledge necessary to effectively plan, deploy, and maintain their Rational infrastructure. We'll discuss the best sources of online information, explore opportunities for more formal learning, and exchange ideas for other enablement strategies aimed at ensuring that knowledge gained translates into improved stability and performance for your Rational tool environment.
Craig Branham, Curriculum Architect for Enterprise Modernization - Rational User Education Jim Tykal, IBM Accelerated Value Leader
Jazzing up Rational Customer Service with Rational Team Concert and Rational ClearQuest using Open Services for Lifecycle Collaboration (OSLC)
With a number of disparate systems used to handle the various aspects of customer issues, we had a process of organized chaos that lacked efficiency and was full of communication issues. We needed to implement a new system that closed these gaps, improved efficiency, and customer satisfaction all while utilizing our products and current technology to the best of its abilities. We utilized a combination of Rational ClearQuest (CQ) and Rational Team Concert (RTC) to handle customer escalations, situations, enhancements, and defects. The use of OSLC allowed us to create an integrated solution with RTC work items and CQ records to reduce information duplication and operational costs, foster collaboration between support and development, improve metrics gathering, and simplify the user experience. Rational is sharing our best practices with our customers so they have a better understanding of how we use our own tools and how they can help you get issues resolved.
Christopher Quinones, Software Programmer Manager - IBM Package Developer, CCB, ROCR
Strategies for planning and completing a successful CLM upgrade
Rational CLM products are powerful tools and as time goes on, it may be come time to upgrade to the latest version to make use of more features, add in a product offering, or migrate to a different application server. Upgrading and migrating as time goes on can require additional planning for downtime, additional product and version dependencies. Designing and implementing a strategy for success is crucial for a smooth transition. As an example, moving from an older version of Rational CLM products such as 220.127.116.11 to the latest versions require moving through intermediate steps and a thorough understanding of system setup and requirements through the process is critical to success.
Gerald Mitchell, Rational Global Response Team (GRT)
Paul Ellis, Rational Global Response Team (GRT)
Rosa Naranjo, Jazz Jumpstart - CLM Upgrades, OSLC, RRC/RM
This session will explore issues and strategies for CLM administrators, and how to avoid some of these problems when planning and enacting deployments, including presentation of some resources to enable administrator success. The presenters will introduce themselves and their roles and duties and speak on common escalations issues for Administrators as seen by Rational client success organizations. There will be a brief overview of resources for administrators. An example of resources for administrators will be demonstrated.
The presenters will then answer questions and take comments.
Gerald Mitchell, Rational Global Response Team (GRT)
Ginny Ghezzo, Rational Client Relations
Craig Chaney, Jazz Server Development
Fast-Tracking the Deployment and Management of Multi-Instance Rational Team Concert Implementations and Integrations in a Multi-Network Environment
In this presentation, the audience will see innovative concepts in the areas of architecture, virtualization, and automation to support robust and complex Rational Team Concert environments – developed to reduce deployment overhead and increase ROI..
By leveraging virtual technologies and common best practices have helped in the development of a more modular, standardized implementation approach and architecture for RTC along with supporting services and integrations. This solution looks at an approach to solve the challenges of deploying across disconnected networks, allowing for a lean team of administrators to manage over 60 disparate environments both consistently and predictably. You will see innovative concepts in the areas of architecture, virtualization, and automation to support robust and complex RTC environments – developed in the name of survival.
Stephen Seifert, IBM Accelerated Value Leader
Gray Ross, Raytheon Missile Systems
Tips & Tricks for Efficient IBM Online Support – Learn What’s Changed & How to Get Your Answers Quickly
IBM has made many updates to its online support tools over the past year. Learn the best practices for utilizing these exciting tooling changes and policy updates. We’ll discuss and demo the best ways to work with IBM’s online tools, obtain fixes, manage licenses, and engage IBM’s support engineers. This session is a “must-see” for all IBM clients – large and small.
Additional bonus: We’ll be demoing dramatic design changes planned for later in 2013! See what's coming and provide feedback directly to IBM's web team leadership!
Patrick O’Connor, Communications Strategist, IBM Electronic Support Adoption
Are you ready to take your reports on the road? Within the CLM solution, IBM now offers an enterprise level reporting solution called Rational Reporting for Development Intelligence (RRDI). RRDI delivers dashboard style reports in a variety of formats. With the RDDI-compatible mobile extension in IBM Cognos, you can deliver highly interactive and self-contained reports to your mobile users. Managers and executives who require high-level and drill-down reports can make business decisions within their organizations on the go. Our goal is to demonstrate the mobile solution using the Cognos 10 Go! Mobile components. We will discuss the deployment, design, implementation, and user experience of IBM Cognos Active Reports. This report delivers powerful capabilities based on data from the CLM applications that your organization can use to make informed business decisions. Take your CLM reports to the next level and join us for a live demonstration on an Apple iPad.
Ben Silverman, SWAT/Escalation Engineer - RequisitePro/Requirements Composer/Rational Insight
Chris Fleischer, Technical Support Engineer - Collaborative Lifecycle Management (CLM)
Case Study: Lessons Learned Deploying Rational Products at Telllabs
As IBM moves to a common install technology, a number of challenges and opportunities arise in large enterprise environments. In particular, using the IBM Installation Manager technology to manage large scale deployments in environments with limited user control requires careful planning to complete successfully. This session looks at real world examples that use the Installation Manager to deploy a number of IBM Rational products including Rational Software Architect, Rational Functional Tester, and Rational Team Concert. Learn how one customer used the opportunities to overcome some of the challenges they faced. We will also look at broader lessons learned from these examples, and discuss best practices around the use of Installation Manager in large enterprise environments
Mark Guertin, Software Engineer - Rational Team Concert L3 Development
Christopher Quinones, Software Programmer Manager - IBM Package Developer, Common Component Build Eric Dirks, Tellabs
During August and September, we will be conducting a Customer
Orientation Webcast series, geared specifically for our new Green Hat
clients, but open for anyone to attend.
We are inviting you to
attend our August/Sept Customer Orientation Webcast series, and to help
ensure that you get the maximum utilization out of your IBM products.
During this informative 45 minute presentation and Q&A, we'll explain how to:
Obtain the most out of your IBM Support experience. We will walk you through FAQs, tech bulletins, forums and much more.
We will discuss/demo how you can create cases, update existing
cases, escalate cases, generate case reports and submit enhancement
requests using the IBM Support Website.
we'll also discuss the high level of service you can expect from our existing customer care program.
If you know any people in your organization that are involved in
administration or utilization of any Green Hat products, please let them
know about this webcast that can be helpful in introducing them to IBM
We look forward to meeting you at our next webcast!
This webcast will take place weekly Aug 15-Sept 30, on a rotating schedule to accommodate all time zones. You need only attend one session at a time convenient for you.
2.Sign in using your IBM ID - Don’t have an IBM ID? Visit My IBM registration to make one - its easy and free!
3.Take a screen capture of the "Support home" page. - Make sure we can see your name. - See below for hints on capturing your screen.
4.Email that image to "firstname.lastname@example.org" with "IBM Support Portal Game" as the subject.
5.You’re almost done! Now visit the Rational Client Support Café to pick out your prize! (See the map to the left)
Have an IBM Support question or need help with our game? Visit the Rational Client Support Café all week - we can help with signing in to the IBM Support Portal, provide demos of IBM’s online support tools and answer any support-related question you may have!
What is the IBM Support Portal?
The IBM Support Portal is a unified, customizable view of all technical support tools and information for all IBM systems, software, and services.
Why is signing in so important?
Signing in to the IBM Support Portal allows you to better save your product and page settings.
Signing in will allow you to use the IBM Service Request tool. Note: Beginning in June 2012, IBM Software is requesting clients to open and update requests for software technical support using our electronic IBM Service Request (SR) tool. Complete details may be found here: http://ibm.com/support/ece/
Lastly, signing in allows you to easily obtain your product fixes from IBM Fix Central
How do I capture an image of my computer’s screen?
Apple iPhone: Briefly hold down the "Power button" and the "Home button" at the same time. Your screen should flash momentarily, and your screenshot should be saved in a new folder under Photos. Find this latest image and paste into email.
Apple Mac OS X: Use "Command-Shift-3" , then paste into email .
Microsoft Windows: Select your "PrintScreen" key, then paste into email.
Detailed game rules:
You must be an IBM Innovate attendee to receive a prize.
Every IBM Innovate attendee who enters is eligible for a prize.
Prizes must be claimed in the Rational Support Café during Innovate 2012.
Only one prize per attendee.
Game participants are responsible for declaring their winnings to their organization.
Game participants are responsible for any associated taxes.
Government employees may enter the contest but are ineligible to receive a prize.
Did you know there's a way for you to get priority service request handling, as well as weekly reports and notifications and deeper connections to the skilled support engineers you need to help solve those tricky PMRs? Well now you know, and knowing is half the battle! (Ok, I MAY have just given away that I grew up on the GI Joe morning cartoons, I'm sure you won't hold it against me.) Now that you know about this program, what's the other half of the battle? Easy: knowing what it provides and how to get this for yourself!
The IBM Software Accelerated Value Program has introduced the Express Level Support option as a comprehensive level of support focused on rapid, high-quality issue resolution for critical IBM Rational (as well as Lotus, IBM Security System, Tivoli) software implementations. This program was specifically developed for small to mid-sized businesses who need a higher level of support but do not need all the features of the larger scale Accelerated Value Program. You can purchase the Express Level option in addition to Standard Software Subscription & Support to provide you with access to an advanced level of assisted support services for specific deployments or business areas throughout North America and Europe.
This program provides you with broad access to standard support, while allowing you to choose the business areas that require more enhanced support services. Of course, it includes product continuation and online support, but also adds a comprehensive set of additional support features that help you toward rapid and complete issue resolution.
Convinced yet? How about some bullet points to really drive home the value you'll see from this program?
You get a skilled team of product experts (that's us!) - As an Express Level customer, you will collaborate with specialized support analysts (some of whom have been highlighted on this very blog) who have in-depth knowledge of IBM Rational (plus Lotus, IBM Security System, or Tivoli) software in key functional areas. IBM software support analysts provide thorough and targeted knowledge during the resolution of all issues, which improves your understanding of possible challenges and can help prevent future issues.
You're treated to Priority Service Request Handling - Under the Express Level Support option opening PMRs via Service Request (SR) will ensure the same support analyst maintains ownership of the service request until resolution. This continuity means issues can be resolved more efficiently or escalated when needed.
You'll see exceptional resolution time - With the Express Level program we've established smaller Support Engineer-to-client ratios which means faster resolution times for your technical issues.
You will gain access to regular problem management reports (PMRs) - Detailed PMRs include metrics so you can gain a better understanding of the status of your support requests and how they impact your business. By reviewing these reports internally with your team, you will deepen your understanding of your support activity and priorities.
You'll also receive weekly authorized program analysis reports (APARs) - APARs, client reported defects regarding your software, are delivered to you in a timely way, along with hyperlinks to information on when and how they were resolved. These are available by product and on a subscription basis, so you can track defect resolutions of interest to your organization.
And best of all, you get all this at a fraction of the cost of the full Accelerated Value Program offerings, so as a small to mid-sized business you can reap the advantages of higher level support at an affordable price.
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 thedeveloperWorks tab to seek answers, advice, or opinions from other users in the Rational Community.
IBM Electronic Support has been busy producing and posting a series of videos designed to help you gain even more benefits from IBM as it relates to using the Support Portal to find support solutions and information:
IBM Support Portal Overview: This video provides an overview of the IBM Support Portal, a unified, centralized view of all technical support tools and information for IBM systems, software, and services worldwide. The IBM Support Portal is your gateway to all of your technical support resources.
Getting started with IBM Support Portal using Quick Start: The IBM Support Portal is your one stop spot for technical support resources. It gives you a unified, centralized view of all technical support tools and information for all IBM systems, software, and services worldwide. This video demonstrates how to get started with this website.
Finding warranty information for your IBM systems: This video demonstrates how to find warranty information related to your IBM system. Using the IBM Support Portal, you can look up one or many systems to see which ones are under the base warranty or covered by an extended service agreement.
Rational Support was very busy at Innovate 2011 this week! Lots of great
conversations and sessions - Take a look back at this week's blog posts from Notes from
Rational Support and our friends at IBM Electronic Support for all the
Of course Innovate wasn't JUST for the attendees! If you weren't able to make it out to Orlando this year, you can still reap some fabulous benefits from the conference through our blog posts, but especially through the IBM Rational Livestream feedsfor the conference! Take some time and check out all the great keynote presentations we recorded and hosted just for you! I think you'll find some fabulously useful information there! Notes from Rational Support blog articles:
Plus you can find more photos from the conference over at our Innovate 2011 album on the IBM Rational Support Facebook page!
Of course, our friends over at the IBM Electronic Support Community have also been busy at Innovate and posting their blog articles too:
When you contact our support team for help resolving Rational product issues, we often we request additional troubleshooting information from your problem system. For some products, obtaining this information is easy to do, but often the info or particular files are not that easily located. On occasion, additional logs are requested based on new information found or it may have simply been missed. What can we do to make it easier? For select products, we've enabled an automated data gathering tool called IBM Support Assistant Lite (ISALite for short). This tool will gather appropriate troubleshooting information for a particular product. This will help reduce the amount of back and forth communications between you and support, and help our support team get to the core of the problem more effectively and efficiently.