News
Abstract
This newsletter announces the migration of the webMethods support portals to the IBM support site. These support portals will migrate to the IBM support site on April 14, 2025. This newsletter details what changes, how to prepare for the change and if needed how to request assistance with the transition process.
Content
More details about the migration can be found in the webMethods Customers FAQ.
webMethods 11.1 download and support for this version are only available through IBM systems. To access webMethods 11.1, your entitlement (contracts) must first be set up in IBM systems. This setup is happening in phases.
If you are planning to upgrade to webMethods 11.1, we recommend waiting until April 14, 2025, to ensure your entitlement is processed. However, in exceptional cases where immediate access is required, you may send an email to support-webmethods-ops-non-technical@ibm.com to request assistance.
- In your request, please provide a justification explaining why early access is necessary. While we appreciate your intention to upgrade to the latest version, please request early access only if you genuinely need to use webMethods 11.1 before April 14, as technical dependencies are limiting our ability to process these requests at scale.
- Once we review your request, we will check whether your entitlement has been loaded into IBM systems.
- If your entitlement is loaded, we can provide you access. However, we will only know if access can be granted after we review your request.
- Please note that we have limited ability to provide access on an exception basis, and early access may be possible only for critical situations.
As part of the integration of webMethods into the IBM organization, customers will access support online through the IBM support site. Support access telephone numbers for your country can be found at www.ibm.com/planetwide. Once the transition takes place customers can no longer access Empower, Software AG customer portal, and related support resources.
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 post-migration, April 14. Creating your IBM ID beforehand would require you to manually provide your customer number. After April 14, go to Create an IBMid to create your ID.
When creating your IBM ID, please ensure that the email address you use is the same as the one registered in Software AG Empower. This will allow the system to recognize you as an authorized contact and associate your account with your support cases after migration.
For the migration to the IBM support site one of the following applies:
- If you are an authorized webMethods 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 webMethods contact, you will need to follow the steps outlined in the access request instructions.
- Note: Your IBM ID must be the same as your email address
- Subscribe to product notifications by subscribing to your product in the ‘My Notifications’ tool.
- If you granted access to your current support portal to external users (e.g., consultants), you will need to explicitly grant them access again in the IBM support site.
- If you need help creating your IBM ID, registering for support access, or determining your IBM customer number, use the help links provided in the IBM tools to open a case with the appropriate IBM helpdesk.
Using the IBM Support Portal
When you open a case, in the 'Product Information' field, type “webMethods” to view a list of matching products options.
More information on the process to open, update, and manage support cases can be found here.
- How to Open a Case (4:31 minutes)
- Profile & Settings (4:08 minutes)
- Managing Support Access (3:05 minutes)
- Sorting and Filtering Cases (3:21 minutes)
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
The transition will take place on the weekend April 11 to April 13, 2025. There is no downtime for customers. Until the day of the transition, continue to work as usual through your usual support portals (Empower, Software AG customer portal, and related support processes).
- The current webMethods support portals will no longer be accessible.
- All new cases must be opened directly in the IBM support site. See the section "How to Prepare for This Change" for details on creating your IBM ID to use the support site.
- Open cases and up-to four years of historical case data will begin migrating to the IBM support site. This process may take several hours.
- If you need urgent assistance for Production-down or Severity 1 cases during this time:
- Call IBM Support directly for immediate help.
- Support contact telephone numbers for your country can be found at www.ibm.com/planetwide.
(Note: *** Please subscribe to this page to be notified of any new updates ***)
Update log:
- 2/18/2025 - added link for FAQs at the bottom of the page
- 2/24 -
- moved FAQ like to the top (Before migration section)
- Updated doc with new cut-over dates - change from March 31 to April 14
- 2/25 - Title updated to new cut-over date
- 2/28 - Removed references to StreamSets
Was this topic helpful?
Document Information
Modified date:
28 February 2025
UID
ibm17172759