IBM Support

IBM Support Site Brings Enhanced Work Order and Call Home Capabilities to Hardware Clients

IBM Support Site Brings Enhanced Work Order and Call Home Capabilities to Hardware Clients

November 25, 2019

Hardware clients on the new IBM Support site can enjoy enhanced visibility into work orders and Call Home cases.

To bring you a better support experience, we’ve replaced IBM Service Request with a new IBM Support site that you may already be using to open and manage cases for your software products. Now, hardware products are making the transition, too.

Tip: Not sure if your region has transitioned to the new IBM Support site yet? Refer to this article for the most up-to-date transition schedule, online training videos, and answers to commonly asked questions about the transition.

IBM hardware clients in regions that have transitioned to the new IBM Support site can now enjoy enhanced visibility into their work orders for both automated Call Home cases and manually opened cases, and service appointments. They also can manage Call Home cases directly from the new IBM Support site, with visibility to the resolution progression of the cases.

Work Order and Service Appointment

If your hardware cases require field service, you can now check the details of your work orders and service appointments on the new IBM Support site. From the case details page, you have instant access to the following information:

  • Location of your hardware product requiring field service
  • Onsite contact details and the ability to update this information online
  • Expected start and end time of the service appointment
  • Status of the assigned technician

Work Order and Service Appointment

Call Home Cases

The Call Home service is an automated notification process that detects problem conditions on IBM hardware products and reports them to IBM Support. The new IBM Support site provides a quick and easy way for you to view and manage Call Home cases from your IBM hardware products with the Call Home feature enabled.

Call Home cases from your IBM hardware products can now be found on the Cases page of the new IBM Support site. You can also closely monitor the resolution progression of your Call Home cases from the same site. To help you distinguish Call Home cases from other cases, all Call Home cases from IBM branded hardware products, including IBM Z, IBM Cognitive Systems and IBM Storage are prefixed with “Call Home” in the title.

Call Home Cases

Looking for more information? Watch the following video to learn how to open and manage your hardware cases on the new IBM Support site:

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