Case access for IBM sales, managers, and CSMs

IBM® Sales, Account Managers and CSMs can obtain read-only access to lookup or review customer cases in the IBM Support community through Case Viewer.

About this task

Obtaining access to Case Viewer is a 3-step process that includes manager approvals. This is to make sure that IBM conforms with GDPR Access Control Criteria provided by the Trust Policy Service (TPS).

Procedure

  1. Request Access to Case Viewer
    1. Login to BERT (Basic eSupport Request Tool) by using your w3 credentials: https://ibm.biz/bert-admin
    2. Select IBM Case Viewer from the application list and follow the instructions. Manager approval is required.
  2. Request Customer Advocate access
    1. Login to BERT using your w3 credentials: https://ibm.biz/bert-admin
    2. Scroll down the list and click Data Privacy - Customer Advocate.
    3. Enter your IBM intranet email address and click Submit.
  3. Add ICN / Country combinations necessary to support your customers.
    1. You need your customer's ICN (IBM Customer Number).
      • If you do not know your customer's ICN, you can look it up in Fastpass:

        http://w3.ibm.com/software/xl/fastpass

        Note: It is important to make sure that you use the correct ICN associated with the customer's SaaS order in SQO. This can be verified by the IoT SaaS Project Office or someone from CDS operations (if needed).
    2. Once that you have your customer's ICN number, go to TAT (TPS Admin Tool):

      https://tps.w3-969.ibm.com/tools/support/tat/welcome

    3. Click Add customer advocate.
    4. Enter the Customer Number (ICN), the correct Customer Country, and then click Add.
    5. Add all the ICN/Country combinations necessary to support your customers.

What to do next

After you completed these three steps and obtained the approvals, you should be able to login to the case viewer to view your customer's case history.

The URL for IBM Case Viewer is IBM Case Viewer.

For further information see, Getting access to a case