Managing Your Support Account Access

Additional Resources, for more information, please visit: 

• Working with the User Administration Page
• IBM Support Site Registration
• Update your Profile
• Email Domain Management
• Getting Started and Quick Links
• Managing Support Access training video (3:05 minutes)

Getting Started

1. Select the user icon in the top right of any page on the IBM Support site, and then select Support access. 
2. If prompted, log in with your IBMid and password. If you are already registered on the support site, you are associated with an account and Support access lists the accounts you have access to.
3. If you haven’t yet registered continue to the the First-Time Access to the New Site section.

First-time Access to the Support Site

Follow these steps if you’re a new support site user and the product request message displays when you use the site. If you've already registered, skip to the Support Access Page section of this document.

The first time you visit the Support access tools or use other Support site features (ex. open a case), the site prompts you to Request Access.

1. On the Support access window, begin typing to search for your Product. 
2. Enter your ICN (IBM Customer Number)
3. Select the checkbox consenting to share your first and last name with the administrator, who will approve or deny your request. 
4. Select Submit. The Support site sends your request to your administrator.

Support Access Page

Once an administrator approves your support access request, you can view your access settings on the Support Access page:

1. Select the user icon in the top right-hand corner of any page on the Support site.
2. Select Support Access from the dropdown.

The Support Access page lists all of the accounts you are associated with, your level of access, and the status of any access requests. If available, it also displays the contact information for the administrator for each account.

 

1. Access level and Status filters: Use these menus to filter the results by your level of access for each account, or by the status of your access requests.
2. Use the Search tool to search any of the fields in the table. This searches only the information displayed on the screen, so it may be necessary to adjust filters as appropriate
3. Column headings: Select the headings of each column that you want to sort by. For example, to sort by account, select Account. The arrow in the heading indicates the direction of the sort. 
   Fields with  (a down arrow) are sorted from high to low (i.e. Z-A, or numerically down to 0).
   Fields with (an up arrow) are sorted from low to  high (A-Z, or numerically up from 0). 
   • Account column: Displays the accounts to which you have access or for which you have a pending access request. Single SaaS accounts display in the first row, with non-SaaS accounts follow.
   • Access level: Displays your level of access (Full User or Administrator) for each account.
   • Status: The status (Approved, Pending, Rejected) of your access request for each account. Select the status to display additional information about the status change.
   • Administrator: Displays the administrator for each account if that administrator has made their contact information public.
   • Actions: Request a change to your access level or resend an access request. This notifies the administrator by email.

Requesting Access

1. Select the user icon in the top right of any page on the IBM Support site, and then select Support access. You can also select Manage support account from the Support site's header, and then select Support Access. Both of these methods are available on every Support site page.
   
2. On the Support access page, select Request access. The Access Request window displays.
3. Begin typing to search for the Product Manufacturer and Product, and then select them from the lists. As you complete these, new fields display depending on the product you select, 
4. Enter your Customer Number, Country, and a Reason for Access, and then complete any additional fields that display.
5. Select the checkbox consenting to share your first and last name with the administrator, who will approve or deny your request. 
6. Select Submit. The Support site sends your request to your administrator. A banner displays on all pages whenever you have a pending access request. Select the X to dismiss the message for the remainder of the log-in session unless you submit another request.

 

Changing Access

1. In the Actions column, select Change access. 
2. Select the contact information consent checkbox.
3. In the Change Access window, use the toggle controls to change your desired level of access for each of your accounts. The account that was active when you clicked Change access displays first. 
4. Click Submit.

Note: You can also request a change to your access level or request access to another account by selecting Request access on the Access Request window. 
 

 

The account status changes to Pending and displays at the top of the table. . 

Note: If you have full access and request administrator access, the existing access level changes to Administrator and the status becomes Pending. Also, the Denied status does not display if your administrator denies your access request. Instead the access level returns to Full and the status to Approved.

Downgrading Your Access Level

You can only downgrade your access from Administrator if there is another administrator on the account. That administrator must approve your downgrade request. You cannot remove your own Administrator access. If you are the sole administrator for an account, you cannot request a more restrictive level of access for yourself.

 
Resending a Request
After you submit an access request, Resend displays in the Actions column. Select Resend to send the same request to the administrator again.

Clicking “Resend” will not cause a window to appear. Instead a message will appear in a green banner at the top of the screen confirming that your account request has been resent to the administrator.


Creating a Request After a Denied Request

If an administrator denies your request, select Create new request in the Actions column to request again. The Support Access window displays. Complete the form as described in the Requesting Access section and then click Submit.

Note: If you have already given consent for email communications, this window displays with the checkbox selected.

Additional Status Information
The status of your access requests display in the Status column. Select the help icon to view more information about the status change.

Requests with a Pending status also display the specific time and  when you made the request. For example,
“Request was sent on 25 Jul 2019 at 11:43 am (7 min ago) to administrator and is currently pending approval. Requested access level: Full User.”