Simplifying Registration

Administrators

Administrators are no longer required to manage access to the IBM Support site. Registration will be automatically approved based on the domain name of the email address a user uses to sign into the IBM Support site. Anyone from your company, registering with a company email address (johndoe@yourcompany.com), will be automatically approved as a member to open a case. Access to specific cases will be controlled through the new Team Management feature.
 

Team Management

You can create and use Teams to group and limit access to a support case.
No Team – Anyone in your company with a company email address can see, read, and edit the case.
Public Team – You can use Public Teams to group, find, and manage cases. Members can create teams and add other account members to a team. When a Public Team is associated with a case, the shared email that is linked to the Public Team will receive case notifications. Anyone in your company with a company email address can see, read, and edit the case.
Private Team - Only members of the Private Team can associate the Private Team to a case. Any member of the Private Team can add a member to the Private Team. Private Teams allow you to group, find, and manage cases. Only members of the Private Team can see, read, and edit the case.

Watch these videos to learn more about the new simplified support registration process.
     
 

Team Management Guidance

Teams can be created and managed any way your company’s support system is structured. Teams can be created by location, by product, or both – there are no restrictions.

Here are some examples of team names:

• Austin data center
• DS8000 Storage - New York
• Websphere - San Jose, California
• Accounting department hardware and software - headquarters

 

Frequently asked questions

Q. Do I need to re-register to the IBM Support site?
A. No, you do not need to re-register. Your registration and your personal settings are maintained. 

Q. Do I need to do anything to use the new support registration process?
A. No, once your company has moved to this new process you will open and manage cases the same way. Depending on how your company has setup the new Team Management feature, you may need to be added to certain teams to access specific cases. 

Q. How does entitlement work with this new support registration process?
A. You no longer need to know the correct account number for your case to be properly entitled, IBM will automatically select the best entitlement in the background. 

Q. Do IBM Customer Numbers (ICNs) go away?
A. Technically, IBM Customer Numbers (ICNs) do not go away, but you know longer need to know which customer number goes with each product/asset.

Q. Is the use of the Team Management feature required?
A. No, setting up and managing teams is not required. Teams can be used to group and limit access to cases. If a case is created and no team is associated with that case, anyone in your company will have read and write access to that case. 

Q. How do I share my feedback about the simplified support registration and case open experience with IBM?
A. You can use the “Get help” link at the bottom of this page to share your suggestion or feedback with the IBM team.