General Page
You can use the Support site's Case Insights feature to view insights about the top support categories your cases fall into to find other similar cases and resources available for that support category.
To use Case Insights:
- Visit the IBM Support site (https//ibm.com/mysupport), then click the profile icon in the upper right, and then Log in with your IBMid and password.
Figure 1. Location of the Log in link. - From the header, click View Your Cases. You will see the header on every Support site page. The Cases page displays. You can also click View Your Cases in the middle of the Support site home page, below the search bar.
If you have enough categorized cases for the Support site to provide you with insights, the Case Insights link displays above and to the right of the filters on the Cases page.
Figure 2. Location of Case Insights link - Click Case Insights. The Case Insights page displays.
- Use the filters to refine the cases whose insights you see:
- Use the Account filter to select up to 13 accounts. The case insights displays cases only for the accounts you select.
- Adjust the Date Range to view insights for cases opened or closed within a given time period.
- The system populates the Case Category filter with the top four case categories for the selected accounts and date range. Case Categories are additional details that IBM Support uses to organize your cases. Categories may differ from product to another.
- Click a donut segment or a legend category to display insights about that case category. The donut chart displays the top four support categories for the cases that match the filter criteria.
Figure 3. Case Insights Page - Use the tabs on the toolbar below the donut to view additional case insights:
Note: The headings on the Resources and Cases tabs change to reflect the name of the segment of the pie chart you selected.
Figure 4. Toolbar on the Case Insights page- Resources: provides a list of resources for a case category. You can sort this list to highlight the top-rated resources, most recently used, or most recently update resources. This list might also include some commonly used resources.
- Cases: displays other cases in the same category that you have access to. This allows you to see if there are many similar cases in a category, so you can identify a problem needing attention.
- Training: Proactively provides you with a list of training courses available for the category. Not all categories have related training content, so this tab may be empty or may not display.
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Document Information
Modified date:
25 April 2025
UID
ibm17231852