Usage and Benefits of IBM SR Tool

©2014 IBM Corporation

IBM Service Request (SR)

Niraj V JaniMarch 27, 2014

© 2014 IBM Corporation 2

AgendaBenefits of using the IBM Service Request (SR) tool

Defining and changing user access levels

Accessing SR

Registration

Opening a new service request

Navigating through SR features

Search for service requests

STC responsibilities

Managing your Profile

Managing access level

How to locate Help

Customer quotes

References


Benefits of using the SR toolFaster creation of service requests – the SR tool allows you to maintain a user profile that simplifies and

shortens the service request creation process. Your profile will include:

◦ Contact information (email, work and/or mobile phone numbers)

◦ Preferred method of contact (telephone, email or via the SR tool)

◦ A customized list of products you normally support

Better problem descriptions – You'll enter detailed problem descriptions using your own words, ensuring that IBM's technical support representatives are able to quickly begin resolving your problem or question.

Shorter communication path to the experts – Attach all relevant documentation (logs, configuration and other diagnostic files) when you create the service request – done in one step, saving you time and ensuring IBM specialists have the information they need.

Real time support request management – Online access to your service requests means you can view updates made by IBM, provide updates and responses when required and access easy-to-use self-assist resources.

Easier collaboration on service requests across your department or company (or backing up a colleague) – with secure and fully authorized access to SR you'll be able to view and/or update all of your site's service requests online.

Useful reports – SR has comprehensive reporting capabilities. Sort and filter your report to your liking and even download it to a spreadsheet to allow further customization.


Defining user access levelsPrimary Site Technical Contact (PSTC) – responsible for adding, updating and removing authorised users. STC is defined through the Passport Advantage contract. (AVP excluded)

Administrator – same ability as the STC but cannot alter the STC. There are 9 Administrators permitted for each contract. (AVP excluded)

Full – ability to create, view and update all service requests against an ICN

Basic – ability to create, view and update only the service requests you created against an ICN


Accessing SR from support.ibm.com

ibm.com

*First log in with

your IBM ID or

register

Next select “Service

requests and PMRs” to

access SR from the Support Portal


Registration


Registration

Click the “Send

verification email” button


Registration


Registration

Enter Registration

code and click Submit to

complete the registration

process

The ability to resend

the verification

email


Registration


Registration


Registration


SR Home Page


Open a new service request

Waiting on screen shot Waiting on screen shot

Streamline the process of product

selection by creating a Preferred

product/component list

Begin your product/component search by entering a

keyword. SR will filter your return with

only entitled products

SR will assist with

warning indicators for items that are

unentitled



View severity

description

Information about the service request



System down

checkbox to indicate impact to

IBM

Attach diagnostic files, logs and traces to assist

with troubleshooting

Draft SR will appear on your home page for

five days



Manage your contact information for the SR

Complete the SR create process

and send request to IBM

by clicking Create Request



Hot link to return back

to the service request


Search for Service RequestsInclude archived

service requests in filter (1 yr closed)

Search and access service requests

that you or others in your organization have submitted


User Administration - Update Existing Users

Control Access Level

Control Status

(active & terminated)Filter by

first name, last name, or status


User Administration - Add a New User

Enter the new user's IBM ID,

select an Access Level, add to all ICNs or select a

specific ICN


User Administration - Copy Users

Drop down to

select the two ICNs

Reverse your target

and source

selection


User Administration - Auto Approval

Add additional domains for auto-approval

Ability to “block” specific email address from

benefiting from auto-approval

Turn Domains on and off as needed


User Administration - New Request

Request will need to be

approved or denied

Requested access level will display, but you

will have the ability to upgrade

or downgrade


My Profile - Contact Information

Important changes made in My Profile will flow and update to the IBM entitlement

systems


My Profile – Notification Preferences

Select the language

you wish to receive

notifications


My Profile – Notification Preferences

Manage when you would like to

receive notifications

based on service request severity

Check email notification box

to receive notifications by both email and

and My Messages


My Profile - Display

Select an ICN to appear

preselected on the search drop

downs and as a default to create a

service request against


My Profile – Preferred Products

Remove items from

your Preferred

Product list.


My Messages

View and delete your notifications.

SR will automatically delete after 30

days


My Agreements – Support Registrations

Request basic caller access by entering

ICN and country/region

Pending approvals require approval fromSTC/Administrator.


How to locate Help

Service Request Assistance – FAQsWhen logged into SR, click the “Help” link in left navigator

Outside of SR tool: http://www.ibm.com/support/servicerequest/help/srHelp.action

SR Help Desk: send an email to [email protected]

AVP customer can also contact their account managers (AVL) to submit a request on their behalf through Support System Request DBSSR IP Address 9.32.140.98

http://www.ibm.com/support/servicerequest/help/srHelp.action

mailto:[email protected]


Customer quotes

“Easy to submit problems and questions.”

“Has the ability to view PMR status and archived history, this is important!”

“A key feature is allowing other members to add my name for notifications on a specific PMR.”

“Like the alerts that show a PMR is waiting on an action from our side.”

“Allowing users to register and have immediate access to create PMR, rather than remaining in hold status for the STC action.”

“Site is simple to navigate and use which removes any need to call in for support.”


ReferencesSR Quick Start Guide (A short checklist to assist with initial IBM Service Request setup)

http://www.ibm.com/software/support/servicerequest/quick_start.html

Accessing Service RequestFrom the IBM Home Page http://www.ibm.comFrom the IBM Support Portal http://www.ibm.com/supportportal

SR Help: Within the SR site - click “Help” in the left navigator to see:

SR Help Desk linkLogin or password assistance link

Outside the SR Site - send an email: SR Help desk: [email protected] or password assistance: https://www.ibm.com/account/profile/us?page=reghelpdesk Service Request Assistance https://www.ibm.com/support/servicerequest/help/srHelp.action

You Tube Video (“IBM Service Request streamlined problem submission process”)http://www.youtube.com/watch?v=ekDYA9y8PK0&list=UUqaYCdZwPqkU05X-xUiG7lw&index=7&feature=plcp

Learn about all of our electronic support offerings:http://www.ibm.com/support/electronicsupport/

Information on IBM Software Support:http://www.ibm.com/support/handbook

http://www-01.ibm.com/software/support/servicerequest/quick_start.html

http://www-01.ibm.com/software/support/servicerequest/quick_start.html

http://www.ibm.com/

http://www.ibm.com/supportportal

mailto:[email protected]

https://www.ibm.com/account/profile/us?page=reghelpdesk

https://www.ibm.com/account/profile/us?page=reghelpdesk

https://www.ibm.com/support/servicerequest/help/srHelp.action

http://www.youtube.com/watch?v=ekDYA9y8PK0&list=UUqaYCdZwPqkU05X-xUiG7lw&index=7&feature=plcp

http://www-01.ibm.com/support/electronicsupport/

http://www-01.ibm.com/support/electronicsupport/

http://www.ibm.com/support/handbook


Questions?


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Usage and Benefits of IBM SR Tool

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