Entitlement FAQs

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Reference – 2013 Content

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Entitlement FAQs: Get Started

• Demo description:

o How IBM registration, log in and entitlement work

• Quick facts:

o Your IBM Web Identity, if set up properly, will give you single sign on access to all restricted support applications and content

o Your Site Technical Contact (STC) manages your entitlement and enables you to open Service Requests and download fixes and other restricted content

o Fix Central now requires that your Web ID is linked to an ICN

• Common challenges:

o Entitlement issues can be frustrating and take time to resolve

o If your Web Identity does not match the domain name associated with the ICN, you may experience entitlement check failures

Entitlement FAQs: Demo

• If you have not previously registered for an IBM Web ID, please register now

• IBM registration enables you to Open service requests Download entitled fixes View open and closed APARs published to the support

site View restricted support content that your ICN is entitled for

• Your IBM ID should now be your company email address. This enables seamless login across all electronic support applications.

• In the past this was not the case, so if you use a personal email address, you should either re-register with your company email, or ask your site technical contact to approve your current Web ID.

Entitlement FAQs: Demo

• Register and sign in from ibm.com/support, the Support Portal

• If you are not signed in you will see Open a new service request – sign in

• If you sign in but you are not registered or entitled, the SR link title will be IBM Service Request Self Nomination

• If you are signed in, registered and entitled, you will see Open a new service request

• If you are signed in, the link will beOpen a new Service Request

Entitlement FAQs: Demo

• For Software, register using your ICN. If you company has many ICNs, your STC can help determine the correct support contract

Entitlement FAQs: Demo

• Service Request

Request to upgrade your access level if you cannot view PMRs opened by your co-workers

Entitlement FAQs: Demo

• Fix Central Since August, additional entitlement validation has been

added for some products and some locations. Your Web Identity must be linked to an IBM customer number (ICN), and you will receive an email validation. Fix Central entitlement uses the Service Request entitlement system

If your Web ID matches the company email domain this requires no set up. If you use a personal email address or have a different email domain (eg Business Partner), you will need to contact your STC to get added to the approved caller list for the ICN.

Entitlement FAQs: Demo

• Fix Central - If you see this error, first read the pop-up

Entitlement FAQs: Demo

• The button beneath the pop-up creates an entitlement PMR with your context pre-filled

Entitlement FAQs: Discussion

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