Support for IBM Library Support for Struts

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Learn how to get notifications, support, and information about support lifecycle policies for IBM Library Support for Struts.

Signing up for notifications about IBM Library Support for Struts

You can be informed of critical IBM software support updates by using the My Notifications subscription service. For more information, see Stay up to date with My Notifications on the IBM website.

To subscribe to products of your choice, see My Notifications.

Opening a support case with IBM

Before you contact IBM Support, see the IBM Support Guide and the Getting Started Guide for IBM Support.

To open a support ticket, you must have an active entitlement for IBM Library Support for Struts. If you do not have an active entitlement, see Ordering an IBM Library Support for Struts offering for a list of offerings.

Note: For IBM Library Support for Struts, support tickets can only be opened to request security updates for common vulnerabilities or exposures (CVEs). Support tickets cannot be opened for new features, feature enhancements, or transitive dependencies.

Before you open a support case, if you are running in a cluster, collect MustGather data about your cluster.

To open a support case with IBM, follow these steps.

Go to the IBM Support site.
From the menu bar on the header, click Open a case.
Log in with your IBMid and password.
Enter a meaningful Case Title that summarizes your problem.
Select IBM as the Product Manufacturer.
Select IBM Library Support for Struts as the Product for which you need assistance from the support team.
Select the appropriate Severity of the problem. For more information about problem severity, see IBM Enterprise Support Severity Definitions.

Note: The case severity is based on the business impact of the problem. If you set the case severity as 1, you must be available 24 hours a day to work with IBM Support on the issue.
Select the Account that has the entitlement for IBM Library Support for Struts.
Provide a detailed Case Description of your problem. A detailed description can help support understand your problem more accurately and thus provide quicker solutions or answers. The following information is crucial:
- IBM Library Support for Struts product version
- Installation platform or operating system
- If on Red Hat OpenShift Container Platform, indicate so and include version
- Steps to reproduce the issue
If on a cluster, collect information about your cluster. For more information about how to gather the necessary information, see Collecting support information about the cluster .
Upload the tar.gz file with the results of the diagnostic scan that you ran in the previous step in one of the following ways:
- Upload a file during the case creation
- Send large files to Enhanced Customer Data Repository (ECuRep)
Select the language preferences.
Click Submit a case.

Note: Open a case for each problem that you need assistance with. Do not add new issues to an existing case for which you are already engaged with the support team. Clearly and completely define the issue to reduce confusion for the support team.

Understanding support lifecycle policies

IBM Library Support for Struts has a Support Cycle-2 Lifecycle Policy.

The numbering scheme for the version of IBM Library Support for Struts is based on the semantic version specification that is defined at the Semantic Versioning website.

The version numbers take the form major.minor.patch, where:

MAJOR: Number changes occur when significant changes are introduced between releases, including incompatible changes.
MINOR: Number changes indicate a new release.
PATCH: Number changes for fix updates.

For more information, see the IBM Library Support for Struts support lifecycle.

For more information about IBM software lifecycle policies, see IBM Software Lifecycle Policies.