Check status of an electronically submitted problem

When Service and Support Manager submits a problem to IBM® support, it opens a ticket in the IBM support queue. You can check the status of this automatically electronically submitted ticket.

About this task

Before you call the IBM Support for information on the status of the electronically submitted ticket, you must get the following information:
  • IBM support ticket number: In the IBM Flex System Manager, click System Status and Health > Problems view. The IBM support ticket number is displayed in the External Service Request column.
  • Ticket type: Check whether the ticket type is a PMR or a CROSS/RCMS case. You can identify the ticket type by the format of the ticket number, as described in the following table.
    Table 1. Electronic Service Request ticket type
    Type Format Example
    PMR Alphanumeric 01046,933,000
    CROSS/RCMS case Alphanumeric USE0FSTMPXM
    The ticket type determines what information you provide to the IBM support executive. IBM support does not require the complete PMR or CROSS/RCMS case ticket number to process your call. For a PMR ticket, provide only the set of characters before the first comma. For a CROSS/RCMS ticket, provide only the last 7 characters.
    The following examples describe the correct set of characters from the PMR or a CROSS/RCMS ticket number to give to the IBM support executive:
    • If the ticket is a CROSS/RCMS type with the number USE0FSTMPXM, provide the last 7 characters, FSTMPXM, to IBM Support.
    • If the ticket is a PMR type with the number 01046,933,000, provide the first set of characters before the comma, 01046, to IBM support.
  • Machine Type: In the IBM Flex System Manager Resource Explorer, click Groups > All Systems and select your resource. Note the Machine Type listed in the General tab.
After you have the PMR or CROSS/RCMS number, complete the following steps:

Procedure

  1. Call 1-800-IBM-SERV.
  2. Select 2 for all other products.
  3. Select 1 for Hardware
  4. Remain on the line, unless it is a Pure Flex/Flex problem.
  5. When requested, enter your four-digit Machine Type number.
  6. Select 1 for existing ticket.
  7. When the support executive requests for the ticket number, provide the correct set of characters from your PMR or CROSS/RCMS ticket number.
Parent topic: Manage problem reporting for Service and Support Manager