As our support transformation continues, IBM has replaced the Service Request tool with a new Support site that some of you may already be using for your software products. Now, it’s time for the hardware products to transition on a region-by-region basis.
Until the worldwide transition is complete, you may need to obtain support for your hardware products that are physically located in certain countries or regions with IBM Service Request, and for others on the new IBM Support Site.
This document provides you with the following information:
Botswana, Burundi, Cape Verde Islands, Democratic Republic of Congo, Djibouti, Eritrea, Ethiopia, Liberia, Madagascar, Malawi, Mauritius, Mozambique, Namibia, Rwanda, Sao Tome, Seychelles, Sierra Leone, Somalia, South Africa (Lesotho, Eswatini), South Sudan, Uganda, Zambia and Zimbabwe
IBM hardware products anywhere in the world except the countries/regions in the preceding section
When the transition begins, you’ll no longer be able to create cases through the IBM Service Request Tool. Instead, you’ll use the new Support site at http://www.ibm.com/mysupport to create and get updates on new cases.
To manage cases that were previously created using the IBM Service Request tool, and to access past cases, you’ll continue to use the IBM Service Request tool until these cases are closed. You can continue to create cases through the phone.
The following table provides an estimate on when different countries and regions are scheduled to transition to the new IBM Support site:
Why is IBM changing the way I create and manage hardware tickets?
IBM is on a multi-year transformational path to transition all IBM software and hardware products to a new support platform, which includes the new IBM Support site. IBM software products have transitioned and now it’s time for the hardware products to transition.
What IBM hardware products are transitioning to the new Support site?
All IBM hardware products will be transitioning, region by region, to the new IBM Support site. Refer to the Transition schedule for the list of countries that will be transitioning and their target transition dates.
How do I access the new IBM Support site?
You can access the new IBM Support site at http://www.ibm.com/mysupport. However, you won't be able to create a case on the new IBM Support site until the transition.
Will there be more enhancements to the new IBM Support site?
Yes, the new IBM Support site will continue to evolve to bring you a better client support experience.
Should I continue to use Resource Link for MCL (Microcode Change Level) information?
Yes, you'll continue to use Resource Link for the latest MCL information, including level, description, and availability.
Will I be able to search for MCLs the same way I do today?
Yes, you'll be able to search for and view MCLs with Resource Link.
Does this transition to the new IBM Support site change the software delivery process?
No, the transition to the new IBM Support site doesn't affect the software delivery process.
Can I test the new IBM Support site?
No testing is required. You can access the new IBM Support site at http://www.ibm.com/mysupport. However, you won't be able to create a case on the new IBM Support site until the transition.
When should I expect to start using the new IBM Support site?
Refer to the Transition schedule for the list of countries that will be transitioning and their target transition dates.
What happens when I need to create a new case during the transition?
You can create a new case on the new IBM Support site as soon as the transition starts. Until then, you'll continue to use your current ticketing system.
What is the plan if the new IBM Support site goes down? Does IBM have High Availability enabled for the new IBM Support site?
The new IBM Support site is backed by High Availability capabilities. Additionally, if the new IBM Support site goes down, telephone support will still be available.
How long has IBM been on this new Support platform?
The new IBM Support site has been in production for IBM software products since 2017.
Access and Registration
Do I need to register or re-register to access the new IBM Support site?
No, you'll use the same IBM ID you use to access your current ticketing system to access the new IBM Support site. If you don't have an IBM ID, create one now.
Do I need to set up anything to access the new IBM Support site?
No. However, this is a good time to check that your profile, including your contact information and phone numbers are up-to-date. After you log in, you can find your profile by clicking your avatar in the upper right corner of the screen and selecting Profile.
Will client administrators remain the same and move over with the transition?
Yes. And clients can have an unlimited number of administrators.
How do Business Partners (BP) gain access to my cases?
Your Administrator can give a Business Partner access to your cases on the condition that the BP can authenticate using an IBM ID.
I don’t know who my support administrator is. How do I find the person?
Open a ticket by using the "Report a problem submitting a case or registering for support" link at the bottom of the new IBM Support site.
How does entitlement work on the new IBM Support site?
Entitlement works the same way. Based on your login credential and the selected product/serial number, the system will match your asset to the corresponding support contracts automatically.
Cases, Tickets and Service Request
Will all my open and closed tickets migrate to the new IBM Support site?
No. Tickets that are opened in the current ticketing system will remain open and worked in the same tool until their closure. Closed tickets will remain in the current ticketing system.
Will Service Request be sunset?
Until further notice, you will still be able to access Service Request to review your PMHs and RCMS calls that were created before the transition date. If you attempt to open a ticket for a product in Service Request after the transition date for your country/region, you will be redirected automatically to the new IBM Support site.
Is there a mobile app that I can use to create and manage my cases now?
No, but you can use your mobile device to create and manage your cases using the new IBM Support site. The new IBM Support site is "Mobile Ready".
Can I search for PMHs and cases on the new IBM Support site?
No, you'll need to search for PMHs in Service Request, and search for cases on the new IBM Support site.
My team developed a custom tool, automation, or procedure that helps us package and send documentation to IBM. Does it need to change?
If you're using a tool or automation that takes a PMH number in the form of 12345,000,000 or an RCMS/problem number in the form of 1234567,000 as an input, you'll need to update the tool to now accept a case number in the form of TS123456789.
How do I add my team members to a case?
At any time during the case lifecycle, the case creator can add interested parties, who are associated with the account, to the case. Once added to the case, interested parties receive the same notifications and access to the case as the case owner assuming:
They had account access in the IBM Service Request (SR) tool and it was migrated over.
They can be manually added to the account by the administrator.
They requested access to the account in the support access page on the support site.
For details on how to add other team members to receive email updates for your case, refer to the "Can I add other team members to receive email updates for my case?" question in this document.
Can I email a case to myself or to others as I can with a PMH?
No, you can't email a case directly to yourself or to others. However, you can save the case as an Adobe Acrobat Reader document (.pdf) or a plain text file (.txt), then email it.
File Transfer and Attachment
Will the process to upload diagnostic documentation change?
No, the process will remain largely identical. You'll continue to upload your log files, memory dumps, and diagnostic data to either Blue Diamond or ECuRep. Instead of assigning a PMH number (xxxxx,xxx,xxx) or a RCMS number (xxxxxxx,xxx) to your files, you’ll assign a case number (TSxxxxxxxxx) to them.
How do I upload files to Blue Diamond when opening a case?
If you're on a Blue Diamond account, you'll see the option that takes you to Blue Diamond after you create your case.
What is the maximum size of the attachments I can upload to a case?
You can upload attachments up to 2 GB to a case. The option to upload larger files to ECuRep remains unchanged.
How do Blue Diamond clients handle attachments?
There's a secure upload facility for Blue Diamond clients, which doesn't have the 2GB file size limit.
What training resources are available for the new IBM Support site?