IBM Support

Opening Cases with IBM i OS , AIX OS, and Power System HW Support

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Abstract

This document assists the client on how to open cases (formerly pmrs or pmhs) depending on if you have a question or defect and your case is software, hardware, or firmware. You must also have valid entitlement under Software Maintenance (SWMA) or Hardware Maintenance (HWMA).

Content

Thank you for using IBM Support Services.  We are using a new ticketing system., there are changes that can be confusing for our long time IBM i, AIX Operating System Software, and Power System Hardware customers.
One thing that has not changed is the ability for you to call 1-800-IBM-SERV to open new cases with either software or hardware support.  However,  electronic case creation Hardware moved to IBM MySupport community (https://www.ibm.com/mysupport) as of June 2021. If you are unfamiliar with the IBM MySupport community, visit the getting started guide:https://www.ibm.com/mysupport/s/article/Getting-Started-Guide
 
Whether opening your case over the phone or online, it is first helpful to have your customer number, serial number, machine type, model, and product name available. (If you have a hardware issue you should also be able to confirm the location and phone number for where the physical system is installed)
The next step is to have a good description of your issue.  If your system is down, articulate the business impact, how long you have been down, if it is production, test, backup etc...and specifically what you can't do.(if you don't have all the information indicated you can still create a case but there might be a delay in routing due to incomplete information)
Product name examples:
Operating System Software Product: IBM i or AIX
Hardware Products: Power System xxxx Server (where xxxx is the server family)  
HW Machine Type Model examples: 9406-520, 8202-E4B, 9117-MMB, 9080-M9S
Note: IBM i is the name of the operating system product since 2008 (OS/400 and i5/OS are older terms)
Power System is the name of the hardware system products since 2008 (AS/400, iSeries, System i, pSeries, and System p are older terms).  
After having created a case in the IBM MySupport community, product names that you frequently use will be remembered and easily selected for submitting cases in the future.    
If you have difficulty creating a case, refer to the "Get Help" button at the bottom of the IBM MySupport page (https://www.ibm.com/mysupport) . You can also contact 1 800 IBM-SERV in the US or visit the IBM Planetwide web site (https://www.ibm.com/planetwide/).  
For more information on how cases are handled, please review the following links:
How Questions are Handled by Support - https://www-01.ibm.com/support/docview.wss?uid=ibm10796206

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Document Information

Modified date:
09 August 2021

UID

ibm16454359

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