IBM Support

How To Update Cases

If you have information to add or changes to make after you open a case on the IBM Support site, you can update your cases through the Case Details page, or through email.

Updating Your Cases with the Case Details Page 

To use the Case Details page to update your cases:
  1. Visit the IBM Support Site at https://ibm.com/mysupport and then click View Cases (Figure 1, callout 2) in the center of the page. You can also select Cases > View Cases (callout 1) from the Support site's header row, which is visible wherever you are on the Support site.
    You can also search for your cases by entering the case number in the Support site search bar.
    Note: You must be logged into the Support site to access your case information. If you are not already logged in, the Support site will prompt you for your credentials when you try to access your cases.
    The Case Details Page opens.
    image.png
    Figure 1. Location of View Cases buttons on the Support site
  2. Select a case from the list on the View Cases page. The Case Details page opens. For information on filtering and sorting your cases, refer to How to Filter and Sort on the Cases Page .
  3. Enter your comments or additional information into the Case History field, or Request a Premium Response, and then click Post Comment (Figure 2, callout 1). You can also Upload Files (callout 4).
  4. Click the edit icon (callouts 3 & 5) to change the case's Severity or edit your Customer Reference Number:
    • Issues with a Level 1 Severity have a critical impact on your production environment. IBM works with you 24 hours, 7 days a week to resolve your problem, provided you have a technical resource available to work during those hours.
    • The Customer Reference Number allows you to specify your own identifier for your cases, and make it easier to track them internally. 
  5. You can Close case (callout 2). If you need, you can Chat with an Agent (callout 6).
    image.png
    Figure 2. Using the Case Details Page

Updating Your Cases by Email

You will receive an email notification from IBM Support whenever they make a change to your case. To make additional updates, you can visit the IBM Support site (described above) or simply reply to the email notification.

To use email to update your cases:
  1. Open the email notification about your case, and then click the Reply button on your email software.
  2. Type your reply into your email message.
    Note: Do not edit the case number displayed in the email.
    Figure 3. Sample Support Email Notification
  3. Click your email client's Send button. The Support site automatically updates your case with your comments and, if applicable, changes the case status to Waiting for IBM.
  4. If you have additional comments before you receive another reply from Support, simply follow these steps reply to the support email again. 

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Document Information

More support for:
IBM Support

Software version:
All Versions

Document number:
7231065

Modified date:
16 April 2025

UID

ibm17231065

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