News
Abstract
Business Partners may experience issues when attempting to view, open, or update support cases via the new IBM Support Community. This technical note informs users how to properly contact IBM to report support system issues.
Content
IBM Security support's new online Support Community is live for all users. Some Business Partners who were previously able to open and update cases for their clients can experience issues in the new portal where they cannot view, open, or update cases for their customers. In these situations, the case will be marked "Waiting on Client update", but any attempt to update or add to the case result in a 503 error message.
If you have any of these issues, you can email IBM Support to get assistance with Business Partner accounts.
To get assistance as a Business Partner, follow these steps:
We will continue to onboard products quickly so that you can have a simple, consistent experience and your account might require a review to resolve this issue. There will be no change to the process of contacting Support through phone or e-mail for Business Partners. A direct email to
mysphelp@us.ibm.com is the best method to report this issue and resolve problems for Business Partner contacts.
If you are a Business Partner and have any issues with the new IBM Support Portal (https://www.ibm.com/mysupport/), we ask that you contact us to resolve these issues.
- I'm a Business Partner and receive a 503 error or a generic error message when I attempt to view a case.
- I'm a Business Partner and cannot view cases for my customers.
- My customer's case is 'Waiting on Client Update' and I cannot update the status.
If you have any of these issues, you can email IBM Support to get assistance with Business Partner accounts.
To get assistance as a Business Partner, follow these steps:
-
- Go to https://www.ibm.com/mysupport/ and log in using your IBMid.
- Create a screen capture the error or issue you are experiencing.
- Provide your IBM Customer Number (ICN), your company name, and the email address that should be verified for your Business Partner account.
- Send this information in an email to: mysphelp@us.ibm.com.
We will continue to onboard products quickly so that you can have a simple, consistent experience and your account might require a review to resolve this issue. There will be no change to the process of contacting Support through phone or e-mail for Business Partners. A direct email to
mysphelp@us.ibm.com is the best method to report this issue and resolve problems for Business Partner contacts.
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Document Information
Modified date:
23 February 2022
UID
swg22010287