IBM Support

IntelliMagic support migrates to the IBM Support Site on October 1, 2024

News


Abstract

This newsletter announces the migration of the My IntelliMagic support portal to the IBM support site and the discontinuation of support via the email address support@intellimagic.com on October 1, 2024. This newsletter details what changes, how to prepare for the change and if needed how to request assistance with the transition process.

Content

What changes

As part of the integration of IntelliMagic into the IBM organization, customers will access IntelliMagic support online through the IBM support site. Support access telephone numbers for your country can be found at www.ibm.com/planetwide. During and after the transition takes place, customers can no longer access the existing My IntelliMagic support portal.  Additionally, support through the email address support@intellimagic.com will no longer be provided.

  • If you have an issue during or after the migration please create a case using the "Open a case" page of the IBM Support portal.
  • If you wish to download IntelliMagic software then please go to IBM ShopZ for major versions (e.g. 1.1.0) and FixCentral for minor versions (e.g. 1.1.0.1).
  • The process migrates in flight support tickets and 4 years of historical support case data.

Note: As a result of this transition to the IBM support portal, IBM’s privacy policy applies to the handling of your customer support content and data.

How to prepare for this change

Access to the IBM support site requires the creation of an IBM ID. It is highly recommended that you create your IBM ID as soon as possible, go to Create an IBMid. 

Subscribe to product notifications by subscribing to 'Z IntelliMagic Vision for z/OS' in the ‘My Notifications’ tool.

For the migration to the IBM support site one of the following applies:

  • If you are an authorized IntelliMagic contact, your case access will be automatically migrated based on your email address associated with your IBM ID.
  • If you are currently not an authorized IntelliMagic contact, you need to follow the steps outline in the access request instructions.
For assistance with the creation of the IBM ID or the support access request, use the help links provided in each tool to open a case with the appropriate IBM helpdesk.

Note: If you granted access to the My IntelliMagic portal to persons outside your company (for example an external consultant), you must grant access again explicitly in the IBM support site.

Using the IBM support portal

When you open a case, select the product 'Z IntelliMagic Vision for z/OS' or 'IntelliMagic Vision for SAN', where applicable.  (Note: If your case is related to 'IntelliMagic Direction for z/OS', please open the case against 'Z IntelliMagic Vision for z/OS'.)

Information on the process to open, update, and manage support cases can be found here.

Video resources:

Cases can be opened from the IBM Support Site or by Phone. To open a case by phone, go to the IBM Directory of worldwide contacts, click your country and use the phone number listed in the Technical Support section on the page. If you are unable to open a case from the IBM Support Site, use the Get Help tile on the bottom right to report a problem submitting a case or registering for support.

Information on the process to escalate a case can be found here

Where to get assistance for the transition process

For questions related to the use of a tool on the IBM site, follow the help link in the tool to open a case with the appropriate IBM helpdesk.

If you are unable to open a case from the IBM Support Site , use the Get Help tile on the bottom right to report a problem submitting a case or registering for support. If you are unable to access the IBM Support Site, you can also open a case by phone  IBM Directory of worldwide contacts.

How to obtain product support during the transition period

Until the day of the transition, continue to work as usual through the My IntelliMagic support portal and/or the support@intellimagic.com email address.
On the day of the transition, the My IntelliMagic support portal will no longer be accessible and the support@intellimagic.com email will no longer be monitored nor responded to.  For a new issue, you will need to create a new case in the IBM support site.
 

On the day of the transition, existing open cases as well as four years of historical case data are migrated from the My IntelliMagic support portal to the IBM support site. Expect this process to take several hours.

In the event you need assistance with an open case before the migration completes, open a new case in the IBM support site so that the support team can continue to work with you. When the migration completes this newly opened case and the existing case will be consolidated.

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Document Information

Modified date:
11 September 2024

UID

ibm17166043

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