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Abstract
While working a software support case, the IBM i Global Support Center (iGSC) might need to refer you to an area outside of the iGSC. Here is a list of the most common questions we are asked and where to find more information.
Content
| CASE MANAGEMENT | ANSWER | URL |
|---|---|---|
| How do I open a support case? | Opening Cases with IBM i OS , AIX OS, and Power System HW Support | |
| How do I add teammates to new and existing cases? | With a push for a need to know security policy, your IBM support representative is no longer able to add more users to a case. | |
| I have questions related to my IBMid | Use the listed URL to create or repair an IBMid. | https://myibm.ibm.com/ |
| How do I submit a request for enhancement? | Use IBM Ideas to make enhancement requests for IBM i. | IBM Ideas Portal (click +ADD A NEW IDEA) |
| USER IDs | ANSWER | URL |
|---|---|---|
| How do I create an IBMid? | Create your IBM account | |
| What is an IBMid used for? | An ID is needed to work with your IBM i cases, order fixes and upload data to your case | https://www.ibm.com/support/pages/what-ibm-id-can-do-you |
| I need to update my IBMid | Use the listed URL and click 'Profile' to update an IBMid | https://myibm.ibm.com/ |
| I need help with my IBMid | Use the listed URL if you forgot your ID or password, or receiving an error or want to delete your ID. | https://www.ibm.com/ibmid/myibm/help/us/helpdesk.html#2 |
| Do I need an ID to upload data? | As of September 2022, a transfer ID or IBMid is needed to send data to IBM per this Flash Announcement. |
HARDWARE/SIZING | ANSWER | URL |
|---|---|---|
| I need help with sizing a new Power System or increasing the capacity to support more workload. | Contact Techline for sizing & capacity planning, product advice etc. URL provides a list of services available. | https://www.ibm.com/partnerworld/resources/sell/ibm-techline-overview |
| How do I open a hardware call? | Follow URL for instructions on using My Support or contact IBM i Duty Manager | https://www.ibm.com/support/pages/node/6454359 |
| I received CPI1479 on QSYSOPR and need to purchase the 5250 interactive feature. | To run 5250 interactive workload, work with your Business Partner or IBM Sales Representative to purchase this feature, enter the new VET code. For emergency situations, work with hardware support to determine why this feature is not enabled and options for enabling. | |
| How do I get help ordering hardware? | Contact your business partner or 800-IBM-4-YOU to obtain the name of your Sales Representative | IBM Directory of worldwide contacts https://www.ibm.com/planetwide/ |
| ESCALATIONS | ANSWER | URL |
|---|---|---|
| How do I escalate a support case? | Escalate your case at www.ibm.com/mysupport | Step-by-step instructions for escalating a support case |
| How do I contact the Duty Manager? | Find the correct phone number for your country in the planet-wide directory; reference your case number and request to speak to a duty manager. | Global Contacts |
| How do I open a complaint? | Contact your Business Partner or IBM Duty Manager | Request a Client Complaint |
| STORAGE | ANSWER | URL |
|---|---|---|
| How do I open an external storage case? | Ask your storage or system administrator (or whomever can log in to the storage) to open a case in Storage Insights (see URL). If possible, provide the storage host names being used for the IBM i partition in question. | https://www.ibm.com/docs/en/storage-insights?topic=resources-opening-updating-tracking-support-tickets |
| CONSULTING ENGAGEMENTS | ANSWER | URL |
|---|---|---|
| How do I collaborate with the Expert Labs team? | To schedule non-severity 1 work, contact Expert Labs for assistance with benchmarks, proof-of-concept, consulting, education, SQL modernization or tuning, customization & more. Generally, the engagement is twenty hours or more. | Email systems-expert-labs@ibm.com |
| Do you have consulting options for short duration projects that are beyond the scope of SWMA? | Yes, a billable support service may be available. Ask your support representative or review the RTS Billable Support document in the URL column. | RTS Billable Support |
| I would like to produce performance graphs but my SWMA contract does not include generating graphs, what are my options? | Use Performance Data Investigator (PDI) or review billable engagement options with our Expert Labs or RTS Billable Support teams. | Using PDI to graph CPU, Using PDI to graph disk metrics or Using PDI to graph memory/faulting |
| Does IBM offer customized engagements that center on performance topics? | The IBM i Power Technology Services performance team can provide customized formal or informal education or skills transfer on any IBM i Db2 for i or performance-related topic. (e.g. Data-centric application performance and scalability monitoring or SQL analysis and tuning) | Contact Kent Milligan at kmill@us.ibm.com for more information. |
| IBM I EDUCATION | URL |
|---|---|
| Guided Tour Webinar | Guided tours from 2024 or Guided tours 2025 |
| IBM i Training | Learn IBM i or IBM Training |
| iDOCTOR | ANSWER | URL |
|---|---|---|
| How much does iDoctor cost and how do I obtain a trial license or training? | Price quotes, training and 45-day trial licenses are available by completing a form on our website. | http://www-03.ibm.com/systems/campaignmail/services/labservices/iDoctor/requestform.html |
| Where do I report a problem with iDoctor? | Support is available during US business hours by emailing iDoctor@us.ibm.com | iDoctor frequently asked questions |
| Where do I find the iDoctor Documentation? | On the iDoctor Website | https://public.dhe.ibm.com/services/us/igsc/idoctor/html/documentation.html |
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Modified date:
05 May 2026
UID
ibm16568025