IBM Support

Information about the new IBM Support site that replaced the IBM Service Request Tool

Troubleshooting


Problem

The IBM i Global Support Center has moved to a new Support site to replace the IBM Service Request Tool. Use the following link to learn more about this change and actions that you might need to take. Include videos as guidance:

Symptom

Information about Hardware support transition to new support platform could be found at:

Support for IBM hardware products is transitioning to a new site
 

Resolving The Problem

Sign-in to Community Portal and manage Cases:

www.ibm.com/mysupport - Community Portal.

Sign in – upper right corner with your IBMid.   (red arrow)

Need an IBMID? https://myibm.ibm.com

Help videos: https://mediacenter.ibm.com/media/t/1_47uqs38j

Notice the ”Open a case” option (red arrow) and “Cases” (red box)

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List of your Cases (formerly known as PMRs)

  • Red box from previous screen

Notice the two feedback options (red arrows).  Most pages will have one or both.

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To open a new Case, call 1-800 IBM SERV (1-800 426-7378) or you can do it from the Community Portal (www.ibm.com/mysupport)

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This brings you to a screen to complete with details of the issue.

The more you complete – the better it will be routed to correct team.  (notice the ‘bar’ and check boxes)

Upload your screenshots, etc., as well.

You can add team members if they have an IBMid as well.

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Setting your profile:

When on the website where you can access your cases, click the Profile icon in the upper right corner to see your profile settings. 
Things to check:
  •  Make sure to set your preferred language
  •  Specify whether you are willing to communicate in English
  •  Set the correct time zone
  •  Set/review the case notification settings and select the content you would like included in the emails.  By default, all emails will include the case number, case status, and a link to the case.  For example, you can choose to include the Case title and Latest case update in this email too.
Click save to save any changed.

You can change your settings – do you want to see an email for each type of update?
Perhaps you want to see the update in the email?

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Or you can update your email setting preferences from any email you get related to your cases

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If you are having problems with the website or email notifications:


When sign in to http://www.ibm.com/support go to the bottom of the screen and click 'Report a problem submitting a case or registering for support'

Click 'Chat with help desk'
Or can send and email to mysphelp@us.ibm.com 
Include the user ID and details about the issue.

Most screens have a feedback option on the bottom if you are seeing issues, etc., as noted before:

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Or there is a ‘Chat with Support’ on the right side

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Document Information

Modified date:
21 September 2020

UID

nas8N1000025

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