SSE3QP - Documentation Index

Table of Contents

• Welcome
  • Introduction & Welcome Message
  • What is the Playbook ?
  • Playbook Reading Guide
  • Playbook Menu Structure
  • Playbook Authoring Guide
• What's New
  • 2026 What's New Announcements
    • Expected to Deploy - Sprint 4 -2026
    • Sprint 7 - 2026 Release Notes
    • Sprint 6 - 2026 Release Notes
    • Sprint 5 - 2026 Release Notes
    • Sprint 4 - 2026 Release Notes
    • Sprint 3 - 2026 Release Notes
    • Sprint 2 - 2026 Release Notes
    • Sprint 1 - 2026 Release Notes
  • 2025 What's New Announcements
    • Sprint 25 - 2025 Release Notes
    • Sprint 24 - 2025 Release Notes
    • Sprint 23 - 2025 Release Notes
    • Sprint 22 - 2025 Release Notes
    • Sprint 21 - 2025 Release Notes
    • Sprint 20 - 2025 Release Notes
    • Sprint 19 - 2025 Release Notes
    • Sprint 18 - 2025 Release Notes
    • Sprint 17 - 2025 Release Notes
    • Sprint 16 -2025 Release Notes
    • Sprint 15 -2025 Release Notes
    • Sprint 14 - 2025 Release Notes
    • Sprint 13 - 2025 Release Notes
    • Sprint 12 - 2025 Release Notes
    • Sprint 11 - 2025 Release Notes
    • Sprint 10 - 2025 Release Notes
    • Sprint 9 - 2025 Release Notes
    • Sprint 8 - 2025 Release Notes
    • Sprint 7 - 2025 Release Notes
    • Sprint 6 - 2025 Release Notes
    • Sprint 5 - 2025 Release Notes
    • Sprint 4 - 2025 Release Notes
    • Sprint 3 - 2025 Release Notes
    • Sprint 2 - 2025 Release Notes
    • Sprint 1 - 2025 Release Notes
  • 2024 What's New Announcements
    • Sprint 25 - 2024 Release Notes
    • Sprint 24 - 2024 Release Notes
    • Sprint 23 - 2024 Release Notes
    • Sprint 22 - 2024 Release Notes
    • Sprint 21 - 2024 Release Notes
    • Sprint 20 - 2024 Release Notes
    • Sprint 19 - 2024 Release Notes
    • Sprint 18 - 2024 Release Notes
    • Sprint 17 - 2024 Release Notes
    • Sprint 16 - 2024 Release Notes
    • Sprint 15 - 2024 Release Notes
    • Sprint 14 - 2024 Release Notes
    • Sprint 13 - 2024 Release Notes
    • Sprint 12 - 2024 Release Notes
    • Sprint 11 - 2024 Release Notes
    • Sprint 10 - 2024 Release Notes
    • Sprint 9 - 2024 Release Notes
    • Sprint 8 - 2024 Release Notes
    • Sprint 7 - 2024 Release Notes
    • Sprint 6 - 2024 Release Notes
    • Sprint 5 - 2024 Release Notes
    • Sprint 4 - 2024 Release Notes
    • Sprint 3 - 2024 Release Notes
    • Sprint 2 - 2024 Release Notes
    • Sprint 1 - 2024 Release Notes
  • 2023 What's New Announcements
    • Sprint 25 - 2023 Release Notes
    • Upcoming CSP Environments Refresh!
    • Sprint 24 - 2023 Release Notes
    • Sprint 23 - 2023 Release Notes
    • Sprint 22 - 2023 Release Notes
    • Sprint 21 - 2023 Release Notes
    • Sprint 20 - 2023 Release Notes
    • Sprint 19 - 2023 Release Notes
    • Sprint 18 - 2023 Release Notes
    • Sprint 17 - 2023 Release Notes
    • Sprint 16 -2023 Release Notes
    • Sprint 15 - 2023 Release Notes
    • Sprint 14 - 2023 Release Notes
    • Sprint 13 - 2023 Release Notes
    • Sprint 12 - 2023 Release Notes
    • Sprint 11 - 2023 Release Notes
    • Summer '23 Saleforce Upgrade
    • Sprint 10 - 2023 Release Notes
    • Sprint 9 - 2023 Release Notes
    • Sprint 8 - 2023 Release Notes
    • Sprint 7 - 2023 Release Notes
    • Sprint 6 -2023 Release Notes
    • Sprint 5 - 2023 Release Notes
    • Sprint 4 - 2023 Release Notes
    • Sprint 3 - 2023 Release Notes
    • Sprint 2 - 2023 Release Notes
    • Sprint 1 - 2023 Release Notes
  • 2022 What's New Announcements
    • Sprint 25 - 2022 Release Notes
    • Sprint 24 - 2022 Release Notes
    • Sprint 23 - 2022 Release Notes
    • Sprint 22 - 2022 Release Notes
    • Sprint 21 - 2022 Release Notes
    • Sprint 20 - 2022 Release Notes
    • Sprint 19 - 2022 Release Notes
    • Sprint 18 - 2022 Release Notes
    • Sprint 17 - 2022 Release Notes
    • Sprint 16 - 2022 Release Notes
    • Sprint 15 - 2022 Release Notes
    • Sprint 14 - 2022 Release Notes
    • Sprint 13 - 2022 Release Notes
    • Sprint 12 - 2022 Release Notes
    • Sprint 11 - 2022 Release Notes
    • Sprint 10 - 2022 Release Notes
    • Sprint 9 - 2022 Release Notes
    • Sprint 8 - 2022 Release Notes
    • Sprint 7 - 2022 Release Notes
    • Sprint 6 - 2022 Release Notes
    • Sprint 5 - 2022 Release Notes
    • Sprint 4 - 2022 Release Notes
    • Sprint 3 - 2022 Release Notes
    • Sprint 2 - 2022 Release Notes
    • Sprint 1 - 2022 Release Notes
  • 2021 What's New Announcements
    • Sprint 25 - 2021 Release Notes
    • Sprint 24 - 2021 Release Notes
    • Sprint 23 - 2021 Release Notes
    • Sprint 22 - 2021 Release Notes
    • Sprint 21 - 2021 Release Notes
    • Sprint 20 - 2021 Release Notes
    • Sprint 19 - 2021 Release Notes
    • Sprint 18 - 2021 Release Notes
    • Sprint 17 - 2021 Release Notes
    • Sprint 16 - 2021 Release Notes
    • Sprint 15 - 2021 Release Notes
    • Sprint 14 - 2021 Release Notes
    • Sprint 13 - 2021 Release Notes
    • Sprint 12 - 2021 Release Notes
    • GCG Day 2 Go Live
    • United States Day 2 Go Live
    • Sprint 11 - 2021 Release Notes
    • Sprint 10 - 2021 Release Notes
    • UKI and UAE Day 2 Go Live
    • Sprint 9 - 2021 Release Notes
    • ISA Day 2 Go Live
    • Canada Day 2 Go Live
    • Sprint 8 - 2021 Release Notes
    • Japan Day 2 Go Live
    • Sprint 7 - 2021 Release Notes
    • Sprint 6 - 2021 Release Notes
    • Sprint 5 - 2021 Release Notes
    • DACH Day 2 Go Live
    • CND Day 2 Go Live
    • Sprint 4 2021 - Release Notes
    • Sprint 3 - 2021 Release Notes
    • Italy and CEE Day 2 Go Live
    • Sprint 2 - 2021 Release Notes
    • MENA Day 2 Go Live
    • Sprint 1 - 2021 Release Notes
    • ASEAN/Korea Day 2 Go Live
  • 2020 What's New Announcements
    • Sprint 26 - 2020 Release Notes
    • Brazil Day 2 Go Live
    • Sprint 24 2020 Release Notes
    • Spain, Portugal, Greece, Israel (SPGI) & Turkey Day 2 Go Live
    • Sprint 22 - 2020 Release Notes
    • ANZ and Singapore Day 2 Go Live
    • Sprint 21 - 2020 Release Notes
    • Sprint 20 - 2020 Release Notes
    • Mexico/Spanish South America (SSA) Day 2 Go Live
    • Sprint 19 - Release Notes
    • Venezuela Day 2 Go Live
    • Sprint 18 - 2020 Release Notes
    • France Day 2 Go Live
    • Sprint 17 - 2020 Release Notes
    • Expected to deploy in Sprint 18 - 2020
    • What's coming up in Sprint 17 - 2020
    • SSA Day 2 Go Live
    • Sprint 16 - 2020 Release Notes
    • Expected to deploy in Sprint 17 - 2020
    • What's coming up in Sprint 16 - 2020
    • Nordics/Baltics Day 2 Go Live
    • Sprint 15 - 2020 Release Notes
    • Expected to deploy in Sprint 16 - 2020
    • What's coming up in Sprint 15 - 2020
    • Sprint 14 - 2020 Release Notes
    • Expected to deploy in Sprint 15 - 2020
    • What's coming up in Sprint 14 - 2020
    • Benelux Day 2 Go Live
    • Sprint 13 - 2020 Release Notes
    • Expected to deploy in Sprint 14 - 2020
    • What's coming up in Sprint 13 - 2020
    • Sprint 12 - 2020 Release Notes
    • Expected to deploy in Sprint 13 - 2020
    • What's coming up in Sprint 12 - 2020
    • Sprint 11 - 2020 Release Notes
    • Expected to deploy in Sprint 12 - 2020
    • What's coming up in Sprint 11 - 2020
    • Sprint 10 - 2020 Release Notes
    • Expected to deploy in Sprint 11 - 2020
    • What's coming up in Sprint 10 - 2020
    • Sprint 9 - 2020 Release Notes
    • Expected to deploy in Sprint 10 - 2020
    • What's coming up in Sprint 9 - 2020
    • Sprint 8 - 2020 Release Notes
    • Expected to deploy in Sprint 9 - 2020
    • What's coming up in Sprint 8 - 2020
    • Expected to deploy in Sprint 8 - 2020
    • Sprint 7 - 2020 Release Notes
    • What's coming up in Sprint 7 - 2020
    • Sprint 6 - 2020 Release Notes
    • Expected to deploy in Sprint 7 - 2020
    • What's coming up in Sprint 6 - 2020
    • Sprint 5 - 2020 Release Notes
    • Expected to deploy in Sprint 6 - 2020
    • Announcing Playbook V3
    • What's coming up in Sprint 5
    • Sprint 4 - 2020 Release Notes
    • Expected to deploy in Sprint 4 - 2020
    • Expected to deploy in Sprint 5 - 2020
    • What's coming up in Sprint 4 - 2020
    • Sprint 3 - 2020 Release Notes
    • Announcing COVID-19 Actions and Information
    • What's coming up in Sprint 3 - 2020?
    • Sprint 2 - 2020 Release Notes
    • What's coming up in Sprint 2 - 2020
    • Sprint 1 - 2020 Release Notes
    • What's coming up in Sprint 1 - 2020?
  • 2019 What's New Announcements
    • New Playbook structure went live
    • Sprint 24 - 2019 Release Notes
    • Watson Language Translator Update
    • What's coming up in Sprint 24 - 2019
    • Off-Cycle Sprint Release Notes
    • Sprint 22 - 2019 Release Notes
    • Southern Africa Day 2 Go-Live Announcement
    • What's coming up in Sprint 22 - 2019
    • Off-Cycle Sprint Release Notes
    • Contact Reference Files (CRFs) are now in Drupal
    • Sprint 21 - 2019 Release Notes
    • What's coming up in Sprint 21 - 2019
    • ARM in Support Search with Watson
    • Sprint 20 - 2019 Release Notes
    • What's coming up in Sprint 20 - 2019
    • Announcing Playbook navigation improvements
    • IBM Data & AI Appliance Products are LIVE on CSP!
    • Sprint 19 - 2019 Release Notes
    • What's coming up in Sprint 19 - 2019
    • Sprint 18 - 2019 Release Notes
    • IBM i Products are LIVE on CSP!
    • What's coming in Sprint 18 - 2019
    • Sprint 17 - 2019 Release Notes
    • What's coming in Sprint 17 - 2019
    • Sprint 16 - 2019 Release Notes
    • What's coming in Sprint 16 - 2019?
    • Sprint 15 - 2019 Release Notes
    • What's coming up in Sprint 15 - 2019
    • z/OS and Z Middleware products are LIVE on CSP!
    • Sprint 14 - 2019 Release Notes
    • What's coming in Sprint 14 - 2019
    • Sprint 13 - 2019 Release Notes
    • What's coming in Sprint 13
    • CSP Playbook App 2.0 is here!
    • Sprint 12 - 2019 Release Notes
    • What's coming in Sprint 12
    • Sprint 11 - 2019 Release Notes
    • What's coming in Sprint 11 - 2019
    • Sprint 10 - 2019 Release Notes
    • Announcement: ALL service and support (remote, field, patches, etc.) for IBM products to Huawei is to stop immediately until further notice
    • What's coming in Sprint 10 - 2019
    • Sprint 9 - 2019 Release Notes
    • What's coming in Sprint 9 - 2019
    • Sprint 8 - 2019 Release Notes
    • What's coming in Sprint 8 - 2019
    • Sprint 7 - 2019 Release Notes
    • Wellspring Data migration to SSW
    • What's coming in Sprint 7 - 2019
    • CSP tickets availability in SSW - Update
    • Sprint 6, 2019 - Release Notes
    • Support Search with Watson Update
    • What's coming in Sprint 6, 2019
    • CSP tickets availability in SSW
    • Sprint 5 - 2019 Release Notes
    • What's coming in Sprint 5, 2019
    • Sprint 4, 2019 - Release Notes
    • What's coming in Sprint 4, 2019
    • Sprint 2 & 3 2019 - Release Notes
    • What's coming in Sprint 2 & 3 2019
    • Significantly faster load time for "AE Files" view in the IBM Service Console
    • Sprint 1 - 2019 Release Notes
    • What's coming in Sprint 1 - 2019
    • What's new in Salesforce? - Sprint 19 - 2018
    • Case Prioritization V3
  • 2018 What's New Announcements
    • Sprint 24 - 2018 Release Notes
    • Get ready for Sprint 24 - 2018
    • Get ready for Sprint 22 - 2018
    • The Lightning Console is now in Staging!
    • Release Notes for Sprint 21 - 2018
    • What's coming in Sprint 21 - 2018?
    • Release Notes for Sprint 20 - 2018
    • What's coming in Sprint 20 - 2018?
    • What's coming in Sprint 19 - 2018?
    • What's new in Sprint #18 (deployed Sept 11)
    • Upcoming Staging Refresh!
    • Our Sprint Release Schedule is Changing in 2019
    • Release Notes for Sprint 22 - 2018
  • Playbook Blog Template
  • OCM Use Only
    • MERLIN - Auto-Generated Release Notes - Current Sprint
• Getting Support
  • Frequently Asked Questions (FAQs)
    • General FAQs & Helpful Links
    • Case Prioritization FAQs
    • Chatbot FAQs
    • Watson Language Translation FAQs
    • Case Feed and Post FAQ
  • CSP Support Platform Ideas
    • Requesting changes to the Cognitive Support Platform
  • Demos and Learning
    • Demos and Learning Overview
    • Watson Chatbot Education sessions
    • Watson Automation Demos and Learning
    • IBM Support Site Demos and Learning
  • Getting CSP Support
  • Communication Plans
    • How do we communicate?
    • Communication Plan for Significant Issues
    • Communication Plan for Planned Outages
    • Communication plan for significant issues on the FSL application
  • Browser & Performance
  • Common CSP Slack Channels
  • Agent Service Console Known Issues
  • Terminology & Abbreviations
  • ATTENTION: Jira Viewer sunset date - May 29th, 2026
  • Using MS Copilot with CSP
• User Guide
  • Introduction
    • What is CSP ?
    • CSP Components Overview
    • Terms of Use
  • How CSP works
    • Core Concepts
      • Platform Objects overview
      • Users & Roles
      • Object Access & Visibility
      • Support Mission Concept
      • Customer Surveys
      • Entitlement
        • Entitlement Policy
        • Entitlement Overview
          • CSP Entitlement Objects
          • Entitlement Exception Concepts
          • Contracts and Entitlements
          • Entitlement Verification Checklist
        • Entitlement Exception Handling
          • Resolve an Entitlement Exception
          • Complimentary Case
        • Field Serviceable Product Information
          • Entitlement Information - Field Serviceable
            • Day 1 RCMS to CSP entitlement transfer
            • Hardware Entitlement sources & logic
            • Liability of Entitlement
          • For the Exception Handler - Field Serviceable
            • Resolve an Entitlement Exception
        • Remote Support (SW) Product Information
          • Entitlement Functions - Remote Support (SW)
        • Product or Program Specific
          • Entitlement Process Deviations for IBM Z Products
          • Early Ship Program
          • Inter-team (internal) DoU Process for Software Support
          • Expertise Connect (formerly known as AVP - Accelerated Value Program)
      • Case Family
      • Business Events
      • Simplified Product Taxonomy
      • Bridges Overview
      • Qualtrics Survey
      • CSP Client Effort Score Survey
      • Field Services
        • Field Service Blueprint - Document Moved
        • Field Services Roles and Responsibilities
        • Introduction to Scheduling
        • Parts Ordering Process
        • Field Skill Level definitions
        • Direct To Field / SSRs as case owners
        • Introduction to Time Sheets & Time Sheet Entries
        • Non-Breakfix Service Types
          • Non-Breakfix Service Type: Installation
            • Non-Break-Fix Case Handling : Installation Overview
            • IBI - Install By IBM Process on CSP
          • Non-Breakfix Service Type: Preventive Maintenance
            • Preventive Maintenance (Non-Breakfix) Overview
          • Non-Breakfix Service Type: Move, Add or Change
            • Non-Breakfix Service Type: Move, Add or Change Overview
            • MES Process on CSP
          • Non-Breakfix Service Type: Account Support
            • Non-Breakfix Service Type: Account Support Overview
          • Non-Breakfix Service Type: Health & Safety Check
            • Non-Breakfix Service Type: Health & Safety Overview
          • Non-Breakfix Service Type: Q&A
            • Non-Breakfix Service Type: Q&A Overview
          • Non-Breakfix Service Type: Marketing & Sales
            • Non-Breakfix Service Type: Marketing & Sales Overview
        • Which comes first? Parts or Scheduling?
        • Parts Assignment Rules
        • Field Managed Inventory (FMI)
        • Work Order Validation Process
        • Parts Ordering Service Window Re-Design (SWR)
        • Standard Run Time and Delivery Options
        • More Candidates Feature (aka Get Candidates V2)
        • Enhanced Scheduling & Optimization
        • Automation of Field Service lifecycle
      • Playbook App
      • Terminology & Abbreviations
      • Authentication and Single Sign On
    • Platform Objects
      • Case
        • Case Fields & Processes
        • What is a Record Type?
        • Status Mapping
        • Case Lifecycle
        • Service Type
      • Account
        • Account Fields
        • Account related objects
      • Contact
        • Contact Fields
      • Product
        • Product fields
      • Asset
        • Asset fields
        • Asset related objects
      • Milestone
        • Introduction
        • Milestone Holidays
      • Work Order
        • What are Work Orders?
        • Onsite Work Order Lifecycle
        • Work Order Updates: Statuses and "Quick Actions"
        • "SSR Case Assist" Work Orders
        • Automated Case Closure
        • This page is currently under construction.
        • Work order related objects
        • Skill Association
        • How do I configure Skill Associations?
        • Work Order Duration Model
        • Work Order Critical Information Summary Validations
      • Service Appointment
        • Service Appointment types
      • Time Sheets
        • Time sheets: Who, how and when
      • Chat
        • Chat Lifecycle
    • CSP Components
      • CSP Components Overview
      • Support Site Basics
        • IBM Support Site Introduction
      • Agent Service Console
        • Navigating the Service Console
        • Agent Service Console Tips & Tricks
        • Agent Service Console Known Issues
      • CSP Dispatcher Console
        • Introduction to Dispatcher Console UI
        • Introduction:
      • Case Manager (Business Continuity solution)
        • Case Manager
        • TSS Only: Temporary Business Continuity Plan for the complete outage of CSP 31 Oct-1 Nov 2020
          • Call Home Day 2 Process for CSP Outage
          • Voice Call Day 2 Processes for CSP Outage
        • MVS Only: Temporary Business Continuity Plan for the complete outage of CSP Oct. 31-Nov. 1, 2020
          • MVS Call Home Day 2 Processes for CSP Outage
          • MVS Voice Call Day 2 Processes for CSP Outage
      • Asset Reuse Manager
        • Asset Reuse Manager Overview
        • ARM Workflows
          • Accessing ARM
          • Creating an ARM Category
          • Editing an ARM Category
          • Categorizing a Case within ARM
          • How to Move or Share a Category in ARM
          • How to remove a category in ARM
          • Creating an Asset in ARM
          • Editing an Asset in ARM
          • Copy or Move an Asset in ARM
          • Remove an Asset in ARM
          • Search for an Asset in ARM
          • Attach an Asset to a Case
          • Commenting on an ARM Asset
          • Create a category recommendation
          • Managing ARM Usage
        • ARM Analysis Tool
        • Asset Reuse Management Maintenance Tool
        • ARM Internal Listing
      • Archive Explorer
      • General information about ECuRep
      • Customer transmission interface options
      • How ECuRep works
      • Salesforce Mobile App
        • Salesforce Mobile App
      • IBM Case Viewer
        • Case Viewer Introduction
        • How to get access to a Case on Case Viewer
        • Case Viewer FAQs
        • Business need situations where you can get access to a specific case on Case Viewer
        • Case Viewer - How to get access to cases from a specific client
        • Case Viewer - How to get access to cases from a product
        • Case Viewer - How to get access to cases from a specific partner
        • Case Viewer - Case Event History Timeline
      • IBM Notification Hub
        • Notifications @ CSP
      • IBM STAR
        • Getting Started
          • STAR Overview
          • STAR Onboarding Process
        • STAR Auto Assignment
          • STAR Auto Assignment - First Steps
          • How to enable or configure Auto Assignment on STAR Teams
          • Auto Assignment Modes and Methods
          • Preferred Modes
          • How to configure team's client advocacy
          • Overview
          • Default Agent
          • How to configure entitlement mapping
        • STAR - Navigation Bar
        • STAR Team Pages
          • Manager and Leads Menu:
          • STAR - Team Status
          • STAR - Assignment Archive
          • Qmon Calendar
          • Star - Requests
          • STAR - Duty Rotation
          • STAR - Duty Logs
          • STAR - Schedules
          • STAR - By Weekends
          • STAR - Chart
          • STAR - Calendar
            • New Calendar
            • Outlook & Team Calendar feed
          • STAR - Components (Skills), SMEs & GOTOs
        • STAR Administrative Tasks
          • STAR - Add an new Employee
          • STAR - Make an Employee a Team Lead
          • STAR - Change an Employee's Team(s)
          • STAR Notifications
          • STAR - Add, Edit or Remove a Phone
          • STAR- Add a Team
          • STAR - Edit or Remove a Team
          • Team Holiday
          • STAR - Switch Between Admin and User Modes
          • STAR - Add, Edit or Remove an Alert
          • STAR - Add, Edit or Remove a Bookmark
          • STAR - Add, Edit or Remove a Pager
          • Holiday Mapping
          • STAR - Calendar Group
          • STAR - Make an Employee a STAR Administor
          • GDPR - GPA Consideration
          • STAR - DACH Restrictions
        • Field Services in STAR
          • Field Services - Calendar View
        • New! Working Hours
        • New! Case and Non-Case integrations in STAR Calendars
          • Enabling Time Recording in STAR Calendar
      • Field Service Lightning Mobile
        • Navigating the FSL Mobile App
        • Completing WO from the FSL
        • Update PRLI from the FSL
        • Basic case interaction from FSL for Field Managed cases
      • Service Partner Portal
        • Starting point
        • Manage Cases and Work Orders from vendors
        • Manage part requests using Parts Vendor Portal
        • Manage Work Orders for Field Service vendors
        • Vendor access management
        • Board a new vendor
        • Getting Service Partner Portal Support
        • FAQ - Service Partner Portal
      • Support Search
        • Overview
        • Support Search Training
        • Support Search FAQ
        • Bi-weekly Meeting
        • Support Search User Guide
        • Support Search Roadmap
        • Support Search Content
        • SSW Troubleshooting
        • SSW Usage Dashboard
        • Support Search Advisory Board
        • Support Search Document Schema
        • Support Search RFEs
      • Tableau CRM Analytics (TCRM)
        • CRM Analytics (CRMA) Overview
      • Drupal
        • Knowledge Strategy Overview
        • Asset Reuse Manager
          • KCS Introduction
        • CMS based on Drupal
        • Contact Reference File (CRF)
        • Content Quality Assessment (Acrolinx)
      • Enterprise Performance Management (EPM)
        • How to Open an EPM Case
        • What is Enterprise Performance Management (EPM)?
      • Heidi
        • Heidi Overview
        • Using Heidi
      • Security Vulnerability Case Handling
        • Overview
        • Getting Parts Vendor Gateway Support
        • Vendor Specific Information
          • A few key points, regarding Procurri as a Part supplier through PVG
    • Features & Functions
      • CSP Features Overview
      • Cognitive Routing & Assignment
        • Watson Classification & Skills Stamping
        • Cognitive Routing & Assignment engine
        • Routing & Assignment Flow Chart
        • Language Routing
        • Cross-mission Routing
      • Creating Cases and Work Orders in Bulk
      • Watson Chatbots (DEPRECATED 2023-12-05)
        • Chatbot Overview (DEPRECATED 2023-12-05)
        • Guides and Training (DEPRECATED 2023-12-05)
          • Chatbot Onboarding Beginning to End
          • Understanding how Chatbot finds answers
          • Chatbot Best Practices
          • Chatbot FAQ
          • Best Practices for ARM Categories for use with the Chatbot
          • Chatbot Skill Responses (aka "answeredBy")
          • Import and view generic CSP Product workspace
          • Chatbot Just Gather Service
        • Features and Tools (DEPRECATED 2023-12-05)
          • Chatbot Analysis Tool
          • Chatbot - Ask the Expert
          • Chatbot Tools
          • Intent Confusion Report
        • Chatbot Metrics & Reports
        • Chatbot Sprint Notes 2021
        • Chatbot Sprint Notes 2022
      • Machine Translation
      • Case Prioritization
        • Case Prioritization Overview
        • Mini Case Prioritization
        • Case Prioritization Tips and Tricks
        • Working with Escalation Cases
      • Next Best Action (Deprecated)
        • Deprecation Announcement
        • Archive
          • (DEPRECATED) Overall Next Best Action Framework
          • (DEPRECATED) RefCode and Error Message Lookup
          • (DEPRECATED) ARM Asset Combinations Recommendation
          • (DEPRECATED) Must Gather Recommendation
          • (DEPRECATED) Recent Cases for Same Device
          • (DEPRECATED) NPS Detractor
          • (DEPRECATED) Recommendation to Collaborate
          • NBA Time Zone Profile
      • Watson Question Assistant
      • Content Suggestion Assistant (CSA)
      • Feed v2
        • Enhanced Feed - (Default)
        • Feed v2 - Legacy
        • Communication in a Case: Reading the feed (Feed v2)
        • Posting to the Feed
        • Feed V2 Updates from Sprint Release Notes announcements starting from Sprint 17 - 2019 to present
        • Post Mobile
        • Predefined Text
        • Feed Change Utility
      • Work Prioritization
      • Field Services
        • Scheduling Service Resources
          • Enhanced Assignment Rules
          • Service Territories
          • Scheduling Rules and Policies
          • Maintaining field resource availability
          • Dispatch Console: Managing Exceptions
          • Resource Preferences
          • Service Resource Relocation
          • Work Order and Scheduling Priority
          • Scheduling Policy Diagnostics
        • Parts Ordering & Management
          • Creating a Part Request
          • Parts Ordering "Cheat Sheet", for ordering any parts related to CSP cases
          • UPR (Used Parts Return) Tracking Process
          • How the Requested Delivery Date is Determined
      • eMail to Case - Features
      • Special Handling
        • Special Handling Overview
      • Bridges
        • Configuration needed on Github server
        • CSP L3 Jira Bridge
        • CSP L3 RTC Bridge
        • Support Mission Setup Instructions
        • Onboarding steps to use the CSP – Service Now bridge
        • ServiceNow to CSP Bridge
      • Grouped Cases
      • Watson Automation
        • Cognitive Tooling Automation Overview
        • Providing feedback to automations that post their updates to the Case Feed
      • Client Insights
      • Solve
      • Proactive Case Insights
      • Support Mission Relationships
      • Case Difficulty Prediction
      • Case Summarization
        • Case Resolution Summarization
        • Case Description Summarization
        • Case Summarization and Reports
        • Incremental Case Summarization
        • On-Demand Case Summarization
      • Unified Chat
      • IBM Support Coach V1 (Sunset)
      • AskSWSupport
      • E2C Bulk Case Cancel Feature
      • IBM Support Coach V2
      • Agentforce
      • Work Prioritization V2
  • Getting Access
    • Request Access to Cognitive Support Platform (CSP)
    • Users & Roles
    • Modify Access to Cognitive Support Platform (CSP)
    • Request Access to Drupal
    • Request Editor access to the CSP Playbook
    • Request Access To Analytics Studio
    • Request Access to Aha!
    • How to request access to the ETL Admin Tool (EAT)
  • How Do I use...?
    • IBM Support Site
      • Support Site Basics
        • LiveAgent Chat on IBMs Support Site
        • Getting Started With the IBM Support Site
        • How to Search the IBM Support site
        • World Language Support
        • Creating an Outage Notification
        • Using the Global Header
        • How do customers report problems
        • How Clients use Search
        • File Uploads with Blue Diamond
        • End of Support for Internet Explorer 11
        • Multi-Factor Authentication on the Support Site
      • Working with Cases
        • How to Open a Case on the Support Site
        • How to Print or Download Case Details or Case History
        • Open and Manage Cases (Instructional Video)
        • Filtering and Sorting Cases
        • Updating Cases
        • Downloading Case List as a CSV
        • Sorting and Filtering Cases (Instructional Video)
        • How clients use Escalation Button on Support Cases
        • Grouped Cases
        • Changing Community Notification Settings
        • Using the Cases Page
        • Requesting Assistance with an Unresolved Issue
        • Proactive Case Insights
        • Support Message When Customers Open a Case by Voice
        • Work Orders, Notifications, and Status Values
        • Adding Team Members to New and Existing Cases
        • Inviting Non-Registered Team Members to Cases
        • IBM Business Partners Cases
        • Working with Case Templates
      • Notifications, Subscriptions, Known Issues and Fix Information
        • Managing Subscriptions and Notifications
        • Working With Known Issues from a case
        • IBM Support site users opting in/out of enhanced email and Sales
        • Know Issues and Fix Information on the IBM Support site
        • How clients manage contact settings
      • User and Domain Management
        • Access Levels on the Portal
        • How Clients Register for Support Access
        • User Administration on the IBM Support Site
        • Administrator Management
        • Email Domain Management
        • Updating Profile Information
        • Support Access for Serialized, Non-Serialized, and SaaS Products
        • Viewing Cases Associated to Clients' Non-Primary Accounts
        • Privacy and Consent Preferences
        • Use Cases for Support Access Requests
        • Instructional Video: Support Access
        • Instructional Video: Profile & Settings
      • High-Volume User Information
        • Kyndryl - General Entitlement Information - This Document is No Longer Valid
        • Using the IBM Support Site as a Kyndryl Superuser
        • High-, Medium-, and Normal-Volume Users
      • Deactivating Products
      • Business Partner Information
      • IBM Business Partners Cases
      • Forums Maintenance
      • Simplified Registration
        • Opening a Case
        • Team Management
      • Drive to Digital Scenario FAQ
        • IBM Community FAQ
        • Drive to Digital Scenarios
    • Reports
      • Salesforce Reports & Dashboards Managers and Agents
      • Key Lightning Report Types
    • Agent Service Console
      • Console Basics
        • CSP Basic Navigation and Setup
        • Cognitive Support Platform Global Search
        • Support Search for Agents
        • Omni Channel
        • Related Lists
        • Chatter
        • Chatter Following and Streams
        • How do I use keywords?
        • How do I use Case Prioritization?
        • Use of Special Handling
        • Case Layout
        • Country and Time Zone of Service
      • Using InGenius CTI for Live Calls (US and Canada Software Control Centers only)
        • Call Receive - accept incoming call
        • Call Receive - transfer call
        • Mission Team - Setup call transfer
        • Call Receive - disconnect InGenius CTI from Avaya
        • InGenius - Clear All Calls in Disposition
        • Steps to gathering InGenius client side logs:
        • Cisco Jabber click-to-dial from Chrome
      • Live Chat Processes
        • Live Agent Chat (LAC) Best Practices and FAQ
        • Life of a Chat
        • Be Available for Chat
        • Enabling Notifications
        • Accept and Take a Chat
        • Client wants to connect with Sales
        • Decline a Chat
        • Quick Text for Chat
        • Chat Timeout
        • Transfer a Chat to Another Agent
        • Conference in another Agent
        • Opening a Case from a Chat
        • Closing A Chat
        • Live Chat for Managers
      • Account & Contact Management
        • Updating Product, Account or Contact and Checking Entitlement
        • Updating Contact Record Details
        • Handling Client Requests to Add Additional Contacts
        • Searching for Account
        • Work Order missing contact fix
        • How to fix missing contact on Call Home cases
      • Case Management
        • Creating, Duplicating and Reopening
          • Create a Case
          • Duplicate a Case
          • Reopen a case
          • DAY 2 Duplicated call homes
          • Case Create in the CSP Console (Simplified Registration – Client 360)
        • Case Selection
          • Home & View (Queues)
          • Access to Cases
          • Case Views
          • Case Views Howto
          • Determining the last time a case was updated
          • CHECKING THE CASES YOU WORK AND REPORTED
          • Case & Case Handling
          • How to check for other cases related to the same product or asset
        • Ownership and (Re) Assignment
          • Assignment Methods
          • Case (Re)-Assignment
          • Take Ownership functionality
          • New Case (Re)assignment
        • Communicating with the Client and Case Feed
          • Customer Communication Preferences
          • How to set Next Action Dates on Cases
          • Translation
          • Updating a Case
          • Managing Feed Item Visibility
          • Guidance for Next Action Date when Case Status is “Waiting on Client” 
        • Working with Diagnostic Upload
          • Attachment Handling
          • Work with client data & Reproduction
        • Requesting Assistance and Collaboration
          • How to Escalate/Create Skill Case
          • Understand Related Cases
          • Understand Case Teams
          • Seeking Technical Assistance - Contact Reference File (CRF)
          • Creating and working with Collaboration Cases
          • Swarm using Slack
          • Swarming setup for Slack in Test Environment
          • TSANet - Technical Support Alliance Network
          • New Create Skill Case
        • eMail to Case
        • Resolve an Entitlement Exception
        •  Available for Work using Omni-Channel
        • Case Closure & Cancellation
          • Case Closure
          • Providing a Solution
          • Positive Closures
          • Report examples for Case Closure process
          • How to close case with case close template
          • Automated Case Follow-up and Close
        • Tasks
          • Creating Tasks
          • Next Action Date Tasks
          • Manual Support Task Creation
          • Escalation Response Tasks (Escalate Button)
          • Working with Tasks
          • Working with Exception Tasks
          • Logging Communication using Log a Call Task
          • Entitlement Re-assessment Tasks
        • Response Milestone Timer changes when severity changes
        • Edit Primary Fields Entitlement Checking
        • Policy Based Record Access
      • Defect Management
        • Defect Management
        • Reporting a Security and AI Vulnerability
        • Reporting a Security Exploit Incident or Attack
        • APAR Web Tool
        • Pilot access for new defect management functions
        • Process
        • Working with Known Issues
          • Overview of Known Issue process
          • APAR migration process
          • Overview of the migration process
          • Create a new Known Issue
          • Link a case to an existing Known Issue
          • Working with a Known Issue
          • Working with Known Issues in remote repositories
          • Adding Fix Links to a Known Issue
          • Closing a Known Issue
          • Working with Fix Information
          • Accessing REST APIs via BlueAPI
          • Known Issue API
          • Known Issues Field Reference
          • Fix Information Field Reference
          • Using KIRK library
          • Reporting on Known Issues
          • Program content
          • Jira Sync for Known Issues
          • Known Issues on IBM Support Website
          • Known Issue API (old info)
        • Known Issue created using Legacy Defect Processes
      • Work Order Management
        • How to work with IBM OnSite Standard Work Order
        • How do I create an effective Onsite Work Order
        • Parts Exception Handling
        • Estimating Service Window Duration Guidelines
        • How to work with SSR CASE ASSIST Work Order
        • How to Work with CRU Work Order
        • How to cancel a Work Order
        • Locked Work Order
        • How to Close Work Order from the Console
        • How to selecting correct "Delivery Location" AND "Shipping Option" for part request - GPOH Full Launch
        • How to determine if WO is created from RTS or WiS - D2F
        • Asset Location Status
        • Fixing Missing PUDO list and "Service Territory is missing on the Service Appointment" the Work Order Validation Checklist
        • Hazardous Indicator in Bill of Materials
        • Asset Location Verification and Mobility
      • Knowledge Management & Reuse
        • KCS
        • Core KCS Practices
        • KCS for Managers
        • Support Search with Watson for RTS
        • Using ARM | Asset Reuse Manager
        • Support Search With Watson and DRUPAL for TIF messages
      • Incident Management
        • Incident Management Overview
        • Creating an Incident
        • Incident Selection
        • Updating Incident Status
        • Managing Configuration Items
        • Change Requests
        • Access to Incident Management Record
      • Agentforce
    • Field Service Lightning Mobile
      • Reviewing and Submitting Time Sheets & Time Sheet Entries
      • Parts Disposition Explained (and how to update them via the FSL Mobile App)
      • How SSR to check Milestones on SSR Case Assist Work Order
      • SSR Case Assist handling on the FSL
      • Handling Installation Work Order from the FSL
      • Creating new Work Order from the FSL, when completing the current Work Order
      • Adding Public or Internal comments during a Work Order Status Update from the FSL
      • Update Appointment Time or Estimated Duration from FSL
    • Service Partner Portal
      • Starting point
    • Drupal
      • Create or Update Knowledge
    • CSP Dispatcher Console
      • List views of Service Appointments
    • Tableau Analytics Studio Apps
      • Hardware Insights App
        • Work Order Analytics
          • Work Order Volumes
          • Work Order Duration
          • Effective Work Order
          • Work Order Validation
          • Time Sheet Entry Duration
          • Work Order Action Plan Effectiveness
        • Parts Analytics
          • Parts Required
          • Parts Consumed
          • GPOH Part Request
          • Field Management Inventory (FMI) Adoption Analytics
          • Field Managed Inventory (FMI) Replenishment Analytics
          • Parts Success
        • Service Appointment Analytics
          • Scheduling Automation & Manual Adjustment KPIs
          • Scheduling Skills Exception
          • Geo Code Accuracy
          • Table Of Contents
          • Service Appointment Optimizer Metrics
        • Timeliness Analytics
          • Customer Preferred Service Duration
          • Customer Preferred Service Window
        • Field Skills
          • Field Skills Gap
        • Field Service Case Related Analytics
          • One Trip Fix
          • Value Stream Mapping
        • Key Field Names/Definitions (Under Construction)
      • Hardware Manager Insights App
        • Field
          • Work Order Volumes
          • Work Order Duration
        • Control Center
          • Work Order Validation
      • Product Insights and Manager Insights Apps
      • Tableau FAQs
      • Field Definitions (Under Construction)
      • CSP Call Home Entitlement Data Exceptions
        • Side Load Expiration
        • Duplicate Assets
      • Reporting Manager for Einstein Analytics
      • Exception Tasks
        • Exception Tasks
          • Non-PI Version for General usage
          • PI Version for Line Manager Usage
      • Tableau CRM Trailheads
      • TLS Service Delivery
        • TLS Delivery Excellence (TDE)
  • What should I do if ...?
    • Case Management Events
      • Queue Monitoring
      • Backlog Management & Case Prioritization
      • Request Technical Assistance and Case Transfer
      • Recording Case Time
      • Understand Customer notifications
      • What is the KYC (Know Your Client) Dashboard
      • System Down Processes
      • Creating and Working with Skill Case
      • Client Does Not Have an Account
      • Determining contact information on call home cases
      • Appliance cases
      • Address Inconsistency on B2B Cases
      • Placeholder cases
      • How do you create a Non-Disclosure Agreement (NDA) or AECI for your clients?
    • Client Communication Events
      • Client Not Responding
        • Client is not responding (Communication Rules)
        • Templates
          • Case Update: How to document client communication
          • Email: Post Solution Delivery Inquiry if Problem is Resolved
      • Requesting data from the client multiple times
      • Remote Screen Share Engagement
      • Communicate with other Cultures
        • Best Practice
          • Australia and New Zealand
          • Canada
          • Mexico
          • Britain
          • Ireland
          • Japan
          • Korea
          • China and Taiwan
          • Singapore
          • Thailand / Malaysia / Indonesia / Philippines / Vietnam (ASEAN)
          • United States of America (USA)
          • India
        • What are Culture Communication Influencers?
        • Success Skills for Support: Cultural Intelligence
      • How to effectively send a Technote to a Client
      • Hints and Tips to help maintain a positive and professional exchange between the Support Agent and the Client
      • Performance Tuning is outside of Support
        • Performance Tuning is Outside of the Scope of Support IBM
        • How to engage the Services team for issues that are 'Outside of the Scope of Support' IBM Services
        • How to best explain that Performance Tuning is not covered in a Support Agreement
    • Entitlement Exceptions
      • End of Support and Lifecycle
        • Best Practice
          • On-prem Software: How a Client acquires a Support Extension
          • Software only: Support Lifecycle
      • Denied Parties List (DPL)
      • Denied Party List (DPL) Status Override
      • Resolve entitlement by selecting service delivery method
      • Exception Handling Case Override Communication Procedure
      • Clients "field service" problem is outside the scope of their entitlement
    • Escalation Management
      • Steps for Working a Managed Escalation Case (For PEMs and TEMs)
        • 1- CSP Access for Escalation Owners
        • 2 - MEC Assignment
          • Receiving Managed Escalation Cases
          • Determine Final Escalation Owner - Re-Assign if Needed
          • Global SPOC documentation – Step by Step
          • Managed Escalation Owner Cross-Border Ownership
          • Associating Technical Support Cases with a Managed Escalation Case
        • 3 - First Steps and Warning Notes
        • Gather information
        • 5 - Acknowledge ownership to client / submitter
        • 6 - Define Success Criteria and setup all the Control Point Validation fields (audit)
        • 7 - Collaborating with other IBMers
        • 8 - Update with relevant meeting minutes, emails and how to keep status updated
        • 9 - Escalate for Action
        • 10 - Monitor, closing, reopening
        • Extra information on Managed Escalation Cases
          • Denied Parties List (DPL) Exception Handling for Managed Escalations
          • Using keywords for MECs
          • Mission Team Maintenance (MECs)
          • Managed Escalation Case Field Definition
          • Process EXCEPTIONS and Escalation Mission Team Specific Documents (Supplemental Guides)
            • Special Handling
            • IBM Cloud Escalation Process
            • Saudi Arabia & Gulf States - New Managed Escalation Process Beginning May 1st, 2024
            • TLS Support / Service NA Escalation and Kyndryl Partner U.S. Team
            • Spectrum Protect Escalation Process Exception
            • Brazil - Inmetro Managed Escalations
            • Managed Escalation Owner Cross-Border Ownership
            • Software Group MEC's
            • z17 MEC handling
          • Recording Session time against a MEC
          • How-to videos
          • Predictive Response Cases Process (PEMs)
          • Handling Mechanical Replacements and Policy Replacements ownership
          • MASCOT - Master Compilation Tool
          • Managed Escalation Case Handling for Agents
          • Misuse Cases
          • Governance Structure
          • Escalation Management Process Flow
          • Learning Roadmaps
          • IBM Systems Equipment replacement process
            • Our Mission
            • Process Overview
            • Types of Replacements
            • TEM process for EQ
        • Help for working Non-Technical MECs (including Concessions)
          • General Overview for Non-Tech Escalation Cases Process
          • Useful Links
          • Billing Issues – AR
          • Sales Process
          • 3. Concessions
          • Business Partners
          • Product Related Issues (Non-Tech)
          • Services Issues
          • Sales or Operational Mistakes
          • SPSS related issues
          • CSP Issues
          • 10. Others
          • How to open a Request on Engage Support
      • Storage Mission Team Playbook
        • Steps for working a Storage Managed Escalation
          • Table of Contents
          • ENL2MEC Process beginning July 1st, 2023
          • Storage TEM Pilot - Complex-Technical MEC handling beginning Apr 2023 (90 days)
          • 1. FIRST DETERMINE WHETHER YOUR NEW CASE WILL BE INTERNAL (formerly Proactive) OR EXTERNAL(formerly Complaint/CritSit)).
          • 2. Gather & review all available information and set Case Priority (Managed Escalation Case Handling)
          • 3. Determine Final Escalation Owner - Re-Assign if Needed (Managed Escalation Case handling)
          • 4. Acknowledge ownership to client (Managed Escalation Case handling)
          • 5. Associating Technical Support Cases with a Managed Escalation Case
          • SUCCESS CRITERIA
          • 7. Collaborating with Other IBMers (Managed Escalation Case handling)
          • 8. Update with relevant meeting minutes, emails and other activities (Managed Escalation Case handling)
          • 9. Keep Status Updated - Previously RO/RTL Template (Managed Escalation Case handling)
          • 10. Escalate for Action (guidance on when to seek legal engagement on Managed Escalation Cases)
          • 11. Monitor, Closing, Reopening, Surveys (Managed Escalation Case handling)
          • Using Keywords for Managed Escalation Cases
      • Educating Customers and Stakeholders in Escalation Management
        • Guidelines 
        • Opening an Escalation using the IBM Internal Support Community 
        • How a client can open a Managed Escalation using the IBM Support Community
        • Links for educating Customers and Stakeholders in Escalation Management
      • Newcomers Guide
        • Global Newcomers Education Plan
      • Software Escalation Mission Team Playbook
        • Table of Contents
        • 1. First Determine Whether Your New Case Will Be INTERNAL Or EXTERNAL.
        • 2. Gather & review all available information and set Case Priority - Software
        • 3. Determine Final Escalation Owner - Re-Assign if Needed - Software
        • 4. Acknowledge ownership to client - Software
        • 5. Associating Technical Support Cases with a MEC - Software
        • 6. Success Criteria - Software
        • 7. Collaborating with other IBMers - Software
        • 8. Update with relevant meeting minutes, emails and other activities - Software
        • 9. Keeping MEC Status Updated - Software
        • 10. Escalate for Action (guidance on when to seek legal engagement on MEC) - Software
        • 11. Monitor, Closing, Reopening, Surveys - Software
        • Using Keywords for MEC Software
        • CSAM Engagement
    • External Content Creation
      • Social Media Channels
        • Twitter & Facebook channels
        • YouTube in Support
      • Blogging
        • Writing guide for blogging
        • Getting Started with blogging
        • Creating a Blog post
        • Blog Publishing
        • Blogging Best Practices
      • Video Production
        • Tooling Options for creating Support Videos
        • Recording a video
        • Video Production Best Practices
        • Posting your new support video to our IBM Support and Training YouTube channel
        • How to make an IBM Technical Support video
    • Internal Communication & Collaboration
      • Effective Handoffs
        • Best Practices for Effective Handoffs and Handovers
        • Templates
          • Case Update: Internal Use Only
          • Case Update: For the Client
      • Issue is with another team
        • Templates
          • Case Update: The issue is with another team
    • Outages & System Errors
      • Case Manager
      • Getting CSP Support
    • Parts Order Management
      • Service Resources (SSRs) whom have unique part delivery requirements
      • Dead on Arrival Machine Replacement process
    • Problem Determination and Diagnostics
      • Client Issue is not clear main
        • Best Practice
          • The best way to avoid "Client's issue is unclear" is to utilize these methods.
          • Situation Appraisal
          • What is the Client really saying?
        • Templates
          • e-mail: Request Clarification of Issue
          • e-mail: Post Clarification of Issue
          • Case Update: Situation Appraisal
        • Pointers
          • Introduction to problem determination
        • Skills
          • How to do Root Cause Analysis
      • Client issue is not reproducible
        • Best Practice
          • Issue is only reproducible on the production system
        • Templates
          • e-mail: Sample Email Communication template for issue not reproducible
      • Defect becomes an Enhancement Request
        • Templates
          • e-mail: Feature Request / Enhancement Request
        • Best Practice
          • How to handle a Defect that is changed to a Request For Enhancement (RFE)
    • Service Appointment Schedules
      • Field Service Undetermined
      • Field Service Determined
      • IBM Internal Alternate Processes Involving Cases & Work Orders
      • Work Order Exceptions: FAQ
  • How Do I configure...?
    • IBM Support Site
      • How Clients can configure Case Email Notifications on IBM's Support Site
      • Product Configuration for IBMs Support Site
        • How Service Planners create and manage Customer Facing Names (CFN)/Product Names and Support Missions
        • Product Pages & Must Gathers
        • How a Support Manager or Support Mission Leader can populate information on individual product pages
        • Create and Manage Bundles
        • This document is intended for Service Planners
        • Product fields
        • Best Practices for Retiring a Product in CSP
        • Handling Divestitures
        • Best Practice and Guideline Document for creating Mustgathers
        • How Service Planners submit a request to set a Product Version to End of Service (EOS) in CSP
        • Setting up the Extended Support Extension (Post Lifecycle) Special Handling
        • Create and Manage IBM Cloud Products
    • Agent Service Console
      • Support Mission Configuration
        • How to configure Case Routing and Assignment
          • Configure Mission Teams and Routing for STAR Assignment
          • Mission Teams and Routing
          • Routing Example Configurations for CSP routing and assignment
          • Configure CSP Auto-Assignment
          • Requesting a Mission Team to be Enabled for Chat
          • Mission Team Fields
        • How to configure a Remote Repository
        • How to configure Mission Membership
        • How to configure Support Skills
        • Support Mission Escalation Team
        • Configure Mission Keywords
        • Classification & Skill Stamping - Onboarding process
        • Product Configuration
          • Product Pages & Must Gathers
          • How a Support Manager or Support Mission Leader can populate information on individual product pages
          • Create and Manage Bundles
          • This document is intended for Service Planners
          • Product fields
          • Best Practices for Retiring a Product in CSP
        • Cross-Mission Routing Onboarding Process
      • Omni Supervisor
      • Start Here
      • First Time Use (Support Agents)
      • Browser Extension for Live Chat
      • Configure Service Console
      • Special Handling Programs
      • Work Prioritization Configuration
      • Submitting and maintaining non-strategically sourced hardware entitlement data
    • Field Service Data Maintenance
      • Maintaining Service Resource skills
      • Maintaining PUDO Locations
      • Maintaining the maximum travel distance of an SSR (Service Resource)
      • Field Managed Inventory (FMI) Location Maintenance
    • Field Service Lightning Mobile
      • Installing the FSL Mobile App (Field Service Agents)
    • IBM Notification Hub
      • nHub - Notification Configuration
      • nHub - Example Configurations
      • nHub - Configuring Notifications For Forum Tag Monitoring has been sunset
      • nHub - FSL (Field Services) Notifications
      • nHub - Creating Rules
      • nHub - Sharing Rules
      • nHub - Slack
      • nHub - Allowed CSP Domains
      • Entity Events Filters
        • Case events
        • Work Order Events
        • Task events
        • Forum Question Events
        • Feed Question Events
        • Incident events
        • Change Request events
        • Problem events
        • Known Issue events
        • Live Agent Events
        • E2C Email to Case events
        • Case Milestone events
      • nHub - From bot to App
      • nHub - Personal Schedule
      • nHub - PagerDuty Integration
      • nHub - OCM Integration
      • SMS Announcement
      • Rule Schedule
      • Notification Templates
    • Pager Duty
      • Pager Duty Integration Overview
      • Pager Duty Request Access
      • Plan your PagerDuty Configuration
      • Pager Duty config
      • Pager Duty Responder profile setup
      • Receive and Resolve PagerDuty incidents
      • PagerDuty references
    • Proactive Support Alert Tool
    • In-App Guidance Prompt
• Supplemental Guides
  • Technology Lifecycle Services (TLS)
    • Contacts for incomplete Client information or escalation into Kyndryl
    • CSP - Architecture Data Maps
      • B2B Architecture Data Map for SAAS
      • B2B Architecture Data Map for Vendor E2E
      • B2B Architecture Data Map for Vendor IMS
      • B2B Architecture Data Map for Vendor on Site
      • Dell Fusion Architecture Data Map
      • Expert Care E2E Architecture Data Map
      • HW Break-Fix High Level Architecture Data Map
    • Power Call Home Activation Initiative [Guide]
    • Cases Created via the Flash System Virtual Assistant
    • IBM Z - Service Type - Defect vs. Usage
    • RTS Role recommended learning
    • FAQ: Mixed delivery models and outsourced suppliers (vendors)
    • Field Service Blueprint
    • Missions & Teams for TLS SaaS, MVS, non Breakfix and Control Center groups
    • Non-Break-Fix Case Handling : Installation Overview
  • IBM Z - Service Type - Defect vs. Usage
  • IBM Software
    • IBM Software Best Practices
      • Day 1 Startup Tasks for using CSP
      • IBM Software Tool Access
      • IBM Software Case Management Best Practices
      • IBM Software Known Issue Process
        • Software Known Issue Process Overview
        • Support Known Issue Process
        • Development / Engineering Known Issue Process
        • HIPER Known Issue Process
      • Case Insights
      • Using Blue Diamond for Software Support
      • Case Escalation Management
        • IBM Software Severity 1 Case Handling Best Practices
        • IBM Software Support Proactive Cases
        • Managing Client Escalated Cases
        • Handling Client Case Escalations
        • Configuration for Client Case Escalation
        • Duty Manager Best Practices
        • Management team: IBM Software Severity 1 Case Handling Best Practices
        • Guidance on Using the Escalation Button
        • IBM Software Sev0 Incident (CIE) Management
        • Alerting Sales Leadership on Highly Critical Incidents
      • Session Timer FAQ
      • Security Vulnerability Case Handling
        • Overview
        • Case Handling 1: Question about the impact of a specific CVE
        • Case Handling 2: Question about a security issue with no CVE number
        • Case Handling 3: Question about more than one security issue
        • Case Handling 4: Question about an existing Security Bulletin document
        • Case Handling 5: September 2025 NPM Package Compromise
        • Case Handling 6: October 2025 RedHat Breach
        • Tooling - AskCVE
      • Support and Development Collaboration with Skill Cases
      • Next Action Date Best Practices
      • Software Serviceability
      • Case Progress Updates Template
    • Hyperautomation
      • Automations
        • Post-case Automations
        • RFEs
    • IBM Automation
      • Digital Business Automation (DBA) support team
        • Reference Pagerduty teams for DBA support team
        • DBA team collaboration with SRE SaaS team
        • DBA team collaboration with Partner Plus support team
        • DBA team - ARM
        • DBA team collaboration with InfoSphere Information Server (IIS) and InfoSphere Master Data Management (MDM) support teams
        • DBA team - ARM Recommendations
        • DBA Team - Update CSP setup for Customer Case Escalation
        • DBA Team - Customer Case Escalation Process
        • DBA Team - Collaborate with Red Hat Marketplace Support via eMail-to-case
      • Best Practices
        • Entitlement for Product Support
        • Placeholder cases
      • References: Service Now and Cloud Pak Support
    • Business Analytics Support
      • Planning Analytics as a Service
        • Overview
      • Planning Analytics on Cloud
        • Onboarding
          • Access requests
            • Jumpbox
            • Bajazz
            • IBM Cloud
            • Blue Diamond
            • Jira
            • Subscriber and Subscription Management
            • ECuRep
            • Salesforce
            • Live Dashboard
          • Tool setup
            • STAR
            • Fyre
            • MotionPro VPN
        • Tool setup
          • Blue Diamond
          • Fyre
          • Fyre Protected
          • SSM
          • LogDNA
          • Bajazz
          • STAR
        • Processes
          • Parameter change in tm1s.cfg
          • Copy customer’s DB (model)
          • Cases reassignment to SRE
          • SAP Connector Case Handling
          • PAoC Support 24/7 Survival Guide
        • How-To
          • How to check Planning Analytics version?
          • Server crash analysis
          • How to analyze Cloud logs?
          • File Transfer 101
          • Top Logging 101
      • Cognos Analytics
        • Access requests
          • Bajazz
        • Processes
          • Cognos Analytics On Cloud - 24 x 7
          • Cognos Analytics Cartridge -Cloud Pak for Data
          • Motio Case Handling
          • BAE/ACH Case Handling
      • Case Escalation Management
        • Business Analytics - 24 x 7 Case Handling
        • SME Case Support Process
        • *New* Engaging with Development
        • Severity & Responsiveness Targets
        • Case Management
        • Case Handling Tips
        • CC Keywords: Which keyword to use when
        • PACA Vulnerability Handling
          • Business Analytics Specific Vulnerability Handling
          • CAPA Vulnerability Known Issue Creation Process
        • APAR Close Codes
        • Defect Handling - Known Issues
        • New Process for Technical Documentation
        • CAPA Duty Manager Weekend Duty
      • Planning Analytics Local
        • Onboarding
          • Setting Up the Environment in Fyre
        • Planning Analytics Local Severity 1 - WYNTK
    • IBM Security
      • IBM Security Known Issue Process
        • IBM Security Known Issue Guidance
    • On Call Manager
      • Onboarding
      • Plan your OCM Configuration
      • On Call Manager Configuration
      • https://ibmdocs-test.dcs.ibm.com/docs/en/OCM_nondocs?topic=release-notes
      • Receive and Resolve On Call Manager Incidents
      • For FAQs please refer to the OCM Documentation here.
      • For FAQs please refer to the OCM Documentation here.
  • Global Service Delivery GSD
    • GSD Problem Resolution
  • Cloud Pak Support
    • How do I get Support for a CloudPak?
    • Escalating a Support Case
    • How do I get Support for Red Hat OpenShift? 
    • Handling CSP support tickets opened via RedHat Marketplace
    • Public Cloud Support Process
    • Cloud Pak Technical Resources
    • Security Vulnerability Case Handling
      • Overview
      • How do I get support for the IBM Cloud Pak System solution?
      • Education materials for the teams supporting the IBM Cloud Pak System solution
      • Solution Support - IBM Cloud Pak System
      • Cloud Pak System Software and Software Suite
  • Sustainability Software (formally AI Applications)
    • Internet of things (IoT)
      • IoT General Processes
        • IoT Client Escalation Task (Escalation Button) management
        • Notification Overview for Escalations
      • IoT New Engineer CSP onboarding and tools list
        • IoT Check List for On-boarding new engineer
        • IoT New Engineer Quick Start Guide
      • IoT Defect Management
        • IoT - Create New Defect
        • Defect Classifications
        • IoT - Defect Close Codes
        • IoT - Defect Symptom Codes
        • IoT- Working with HIPER/Special Attention defects (Draft)
        • Development(L3) Defect Close
        • IoT - Development Editing, Approving and Closing Defects (nonAPAR)
      • IoT Customer Response Center/Customer Support Operations Team
        • Seeking Assistance from the SSW Customer Support Operations team (CSO/CRC)
      • IoT Cloud Delivery Services
        • Feature Pack Components
        • IoT CDS - IoT TRM FedRamp Account Team
        • TRIRIGA Reporting (Tjene)
        • TRIRIGA FieldFLEX Mobile SaaS
        • TRIRIGA Capital Projects Hub (JLL)
        • Overview of IoT CDS Escalation process
        • IoT CDS - TRIRIGA Managed Service
        • TRIRIGA Manage Service - Connector for Esri ArcGIS Indoors
        • Maximo and TRIRIGA App Connect Connectors
        • Routing cases between SRE and Expert Labs for MAS SaaS Premium
      • IoT Engineering, Rhapsody and Connected Vehicle Insight
        • IoT Connected Vehicle Insights
          • IoT CVI - Case Management
          • Overview for Dev of CVI Case Management
          • Overview of CVI relation to Maximo
        • How to create an IoT ELM APAR and Known Issue (Defect)
        • IoT ELM & Rhapsody - Flash Alert Process
        • Continuous Effort "Follow the Sun" Process 
        • Planview (formally Tasktop) collaboration process for ELM L2 support teams
        • AUTOSAR Extension to Rhapsody Overview
        • ELM Development Engagement Process for ELM Support
        • L2 ELM Processes & Tools
          • How to report and process Documentation Defects
          • How to apply for a MS Visual Studio Professional (MSDN) subscription
          • Installation Manager (IM) issue handling in ELM support
          • Product version End of Support (EOS) text insert for ELM L2 support
          • ELM HIPER Known Issue (KI) Creation Process
        • New Release Enablement (NRTE)
          • ELM 7.0.3 installation changes
      • IoT Control Desk
        • IoT Maximo IT/Control Desk Dual Support
        • MAS Maximo IT Defect Handling
        • Control Desk - Working with 761 Cases after 9/30/2025
      • IoT Maximo Support
        • IoT Maximo Support - Dispatch (Draft)
        • Overview of Assignment
        • Support Mission Details
        • IoT Maximo - Details by Products and Product Teams
          • IoT Maximo (OnPrem)
          • IoT Maximo Application Suite / MAS On Cloud / MAS on Hyperscalers
          • IoT MAS - Applications and Add-ons
            • MAS Manage /Maximo Asset Management
            • IoT MAS - Metering (DRO/Data Reporter Operator, UDS/User Data Services, BAS/Behavioral Analytics Services)
            • IoT MAS - Maximo Monitor
            • IoT MAS - MAS Assist/Collaborate and MAS Assist/Collaborate Mobile
            • MAS Energy and Utilities/ MAS Health and Predict-Utilities
            • IoT MAS - MAS Edge Data Collector
            • IoT MAS - MAS Health (Asset Health)
            • IoT MAS - Maximo IT
            • MAS - Predict
            • IoT MAS - MAS Safety
            • MAS - Visual Inspection
            • IoT MAS - MAS Parts Identifier (Humai)
            • IoT MAS - Accelerators
            • IoT MAS - MAS Reliability Strategies/Reliability Strategies Library
            • IoT MAS -Workday
            • IoT MAS - Maximo-App Connect Connectors
            • IBMDoc's MAS Documentation Change Request Process
            • IoT MAS - Emissions Management
            • IoT MAS - GenAI: All Maximo AI Applications/AI Broker/AI Service/AI Service SaaS
            • IoT MAS - Maximo Location Service for Esri
            • IoT MAS - Feature Channel
            • IoT MAS - Maximo Real Estate and Facilities (MREF/TRIRIGA)
            • IoT MAS - Maintenance Cost Insights
            • IoT MAS - Asset Investment Planning
            • IoT MAS - Maximo Vegetation Management (VegM)
            • Kurve on Maximo Application Suite Overview
            • IoT MAS - Maximo Oracle & SAP Connectors
          • Working with Maximo Anywhere/Mobile
          • Overview Maximo Archiving with Infosphere Optim
          • Maximo Asset Performance Management (APM)
          • Working with Maximo BIM (Building Information Model)
          • Maximo Network on Blockchain
          • Maximo for Civil Infrastructure
          • IoT Maximo EAM SaaS Flex (Private) - CDS
          • Maximo EAM SaaS (Public)
          • Maximo License Metric Tokens
          • IoT Maximo Monitoring Agent (DRAFT)
          • IoT Maximo Scheduler
          • Working with  Control Desk Team (ICD)
          • IBM Control Desk (ICD/SCCD) SaaS (DRAFT)
          • IoT Connected Vehicle Insights
          • Working with TRIRIGA Anywhere
          • Maximo Augmented Collaboration
          • IoT Maximo Visual Inspection and Maximo Visual Inspection Mobile (MVI)
          • Watson IoT Platform (WIoTP)
          • Maximo Asset Performance Management SaaS (APM SaaS)
          • IoT MAS - SaaS Add-Ons via App Points
          • Maximo Application Suite as a Service for Government (FedRamp)
        • Requesting Assistance from Maximo Level 3 (Development)
        • Working with Maximo Defects
        • Off Shift Japanese Sev 1Case handling
        • IoT Maximo Development and DevOps - Case and Defect Handling/Management
          • IoT Maximo and MAS Development (L3) and DevOps Case Handling Instruction
          • List as of August 15 2023
          • IoT Maximo MAS Defect Handling for Development Teams
        • Manager Known Issue Approval
        • IoT Maximo - Working with 761 Cases after 9/30/2025
      • IoT Oniqua Support
        • IoT Oniqua - Dispatch and Assignment
        • IoT Oniqua Request for Enhancements
        • IoT Oniqua - Working with Specific Products / Product Types
        • Follow the Sun Support
        • Defect Handling IoT Oniqua
      • IoT PMQ Support
        • IoT PMQ - Dispatch and Assignment
        • IoT PMQ - Requesting Assistance by Product and follow the Sun
      • IoT TRIRIGA
        • Overview IoT TRIRIGA Assignment Methods
        • Support Mission Details
        • IoT TRIRIGA Suite
        • Working with TRIRIGA SaaS Products
        • Working with TRIRIGA Anywhere
        • Working with TRIRIGA Building Insights
        • IoT TRIRIGA Feature Pack Component Support and Development
        • TRIRIGA/MREF Reporting (Tjene)
        • TRIRIGA FieldFLEX Mobile
        • TRIRIGA Connector for Esri ArcGIS Indoors
        • IoT TRIRIGA - IoT TRIRIGA Capital Projects (JLL)
        • Requesting Assistance from Level 3/Development
        • Overview of IoT TRIRIGA "On Hold" process
        • IoT TRIRIGA Creating and working with APAR (DO NOT USE)
        • Initial Set up for IoT TRIRIGA Engineers
        • IoT TRIRIGA - Requesting Access to RETAIN
        • IoT TRIRIGA Creating and working with Known Issues
        • IoT TAS - Applications and Add-ons
          • TRIRIGA Monitor for Workplace Analytics & Energy Monitoring
          • IoT TAS - Metering (DRO/Data Reporter Operator, UDS/User Data Services, BAS/Behavioral Analytics Services)
          • IoT TAS - TRIRIGA Location Service for Esri
          • TAS Accelerators
          • TRIRIGA App Connect Connectors
      • IoT Esri
      • IoT FieldFLEX
        • IoT FieldFLEX Support Mission and Case Assignment
        • IoT FieldFLEX Working with other IoT Teams
        • Requesting Assistance from Development
      • IoT Humai
      • IoT JLL
        • IoT JLL Support Mission and Case Assignment
        • IoT JLL Working with other IoT Teams
        • Requesting Assistance from Development
      • IoT Omnio
      • IoT SodiusWillert
      • IoT Solutions
        • Seeking Assistance from the SSW Customer Support Operations team (CSO/CRC)
        • IoT Solution Products and Mission Teams
      • IoT MessageSight
        • IoT MessageSight Mission Details and Assignment
        • IoT MessageSight Product Case Handling for Support and Development
        • Off-Shift/On-Call
      • IoT AI Applications Expert Labs
        • IoT AI App's Expert Labs Support Mission Overview, Case Assignment and Monitoring
        • IoT AI Applications Expert Labs - Case Management and Requesting Assistance
      • IoT Customer Response Center/Customer Support Operations Team
        • IoT Prescinto - Case Handling Procedure
        • Seeking Assistance from the SSW Customer Support Operations team (CSO/CRC)
      • IoT Kurve (formerly Tjene)
        • IoT Tjene
        • Kurve with Maximo Application Suite
  • Partner Ecosystem Support
    • Product Support
      • Business Partner Accounts and Cases
  • Sovereign & In-Country Support (including FedRAMP)
    • In-Country Support (including FedRAMP)
      • In Country Support - US (Including FedRAMP)
        • In-Country Support Overview
        • In-Country Support - FAQ
        • In-Country Support Tooling - Handling Data in the Case Workflow
        • FedRAMP & In-Country Support (ICS) US - Engagement Model
      • In-Country Support US Special Handling for SW Support Teams
      • Sovereign Support
        • Sovereign Support Overview
        • Sovereign Support EU - FAQ
        • Soverign Support EU - Special Handling for SW Support Teams
        • IBM & Red Hat Sovereign EU Support Workflows
        • TSANet Collaboration Process for Sovereign Core Support
        • Sovereign Support Tooling - Handling Data in the Case Workflow
        • Sovereign Support Tooling - Data Cleansing Tools
        • Data De‑identification Guide for EU Sovereign Support
        • IBM to IBM Sovereign Support Workflows
  • Platinum Support
    • Overview
    • Platinum Support Advocate
    • Handling Platinum Support Cases
    • Tiger Team Engagement
    • Dedicated Slack Channel
    • Mobile Application
    • Platinum Support - FAQ
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      • Instant Incident Awareness - Powered by IBM Instana
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    • Known issue readiness, Product CVE and Software Currency
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    • Vulnerability and Resiliency Posture - Powered by IBM Concert
    • CSAM Engagement Overview
    • Event Readiness and Saas Onboarding
      • Event Readiness
      • Customer Onboarding Support for new deployments (Saas only)
    • Development Team Engagement
    • Product Management (PM) Engagement
    • Support Process Documentation for Instana, Concert, and OCM
    • Platinum Support Slack Operation Instructions
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    • IBM On Call Manager (OCM) – Powered by IBM Software
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• CSP Project
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    • Hardware "Day 1" Model
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    • How customer ECI connections will be migrated to the Cognitive Support Platform (CSP)
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  • CSP Organizations & Teams
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    • Who's Who - CSP Integration Leads
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    • ECuRep
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        • ECuRep Ticketing tool integration
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        • ECuRep Data Management including Backup and Archive
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        • ECuRep Toolbox
          • Tool Box - Overview
          • Tool - Bluepages
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        • FAQ - ECuRep Datastore
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        • ECuRep Artifacts Handling
      • ECuRep Archive Explorer
        • Sending an email using Archive Explorer
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        • Archive Explorer
        • FAQ - Archive Explorer (AE)
        • Integration of ECuRep/Archive Explorer's Web Editor with CSP
        • Archive Explorer (AE) Support
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      • ECuRep Debug Systems and Tools
        • Overview of ECuRep Debug Systems
        • ECuRep AIX and LINUX Debugging
          • AIX and LINUX Debugging
          • I can request a UserID for DCEDFS01 or ECUREPA, but reset a password is only available for DCEDFS01. What is the difference between these UserIDs?
          • Python
        • ECuRep IBM i Debugging - MCEi5Lx and ITCiVxxx
          • ECuRep IBM i - Overview
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        • ECuRep Web Debugging
          • ECuRep Web Debugging
          • How do I sync tool updates from test to production?
        • EcuRep WinDebug
          • Overview - ECuRep WinDebug
          • Quick Start for Windebug for ECuRep
          • FAQs - Citrix for ECuRep
            • About Windebug for ECuRep
            • Limitations in Citrix
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            • Overview - FAQs - Citrix for ECuRep
          • Further Information
            • Request Access to Windebug for ECuRep Environment
            • Sign in to Microsoft 365 (formerly Microsoft Office)
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            • Password Handling - windebug.lan
            • How to access RDP for ECuRep
          • ECuRep Analysis on Arrival (AoA) for Windows
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          • Troubleshooting
            • Citrix Workspace - Troubleshooting Guide
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            • Message in Private Firefox Window: BAD REQUEST
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            • Usage of Outlook within Windebug for ECuRep
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            • Synchronize your MS Edge profile
          • Known Issues
          • Technical Background - Citrix for ECuRep
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          • Overview
            • Overview - ECuRep WinDebug
        • zOS Debugging - MCEVS1/MCEVS2 sysplex
          • zOS - MCEVS1/2 Overview
          • zOS - Scope of sysplex
          • zOS - UserID Management
          • zOS - How to Logon to MCEVS1/MCEVS2
            • zOS - How to Logon Overview
            • How to configure a TLS1.2 secured session to MCEVS1 and MCEVS2
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          • zOS - Dataset structure
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          • zOS - IPCS Environments - HLQ TOP
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          • zOS - FAQs
            • FAQs - zOS General FAQs
            • FAQs - zOS UserID - ASO system
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            • ASO Access via IBMs Inter-Enterprise Services (IES) Partner Connect gateway
            • What is WebIPCS ?
            • FAQ- MCEVS1/MCEVS2 - zAoA - Analysis on Arrival
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          • z/OS - Use of Blue Diamond for emergency
        • zVM Debugging - ZVMECU
          • zVM - ZVMECU Overview
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            • zVM - UserID Management Overview
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        • ECuRep OpenShift Container Platform (OCP)
          • General Information
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          • Basic information
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      • ECuRep IP Address and Domain Change
        • ECuRep IP Address and Domain Change
    • CAS
    • Global Parts Order Hub
    • Business Process & Transformation related to PARTS
    • Blue Diamond
      • Blue Diamond
        • About Blue Diamond
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        • Getting Started with Citrix
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