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Creating Service Requests online © 2014 IBM Corporation

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Creating Service Requests online

© 2014 IBM Corporation

#smartersupportbitly.com/smartersupportYour online resource to Support!

• Use it: Create, Manage, and Search Service Requests logged for the products you own!

• Find it: http://www.ibm.com/support/servicerequest/

• OR on the Support Portal home page (www.ibm.com/support) select Service Requests & PMRs.

• Key features:• In order to use the SR Tool you must be associated to your S&S IBM

Customer Number (aka ICN)

• The SR Tool is a direct link to your IBM Support Representative.

• All open, closed, and archived requests can be easily retrieved!

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#smartersupportbitly.com/smartersupport

Submit Service Requests online• Step 1 - ensure you have an IBM id created, if not, select Register on

the ibm.com homepage.

• Then Navigate to Support Portal and select “Service Requests & PMRs” www.ibm.com/support and sign into the SR Tool.

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#smartersupportbitly.com/smartersupportService Requests – Getting Access

• Upon signing in with your IBM id you will be prompted to enter your Customer Number (aka ICN) and your country of origin.

• If we have you listed as the Site Technical Contact your self nomination and SR Tool profile will be matched up.

• All other Self Nominations will be automatically set with a BASIC access level until that user requests an upgrade.

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#smartersupportbitly.com/smartersupportService Requests – Getting Access

• If you're already associated to an ICN or would like to upgrade your access level, you can request access to additional agreements and upgrade your current access by selecting the Support Registrations link.

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#smartersupportbitly.com/smartersupportService Requests – Getting Access

• Here are the various access levels the Site Technical Contact can appoint.

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#smartersupportbitly.com/smartersupportCreating a Service Request

• Regardless of your access level, once the Self Nomination has been processed you can now create a Service Request.

• Note the Quick Search drop down options

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#smartersupportbitly.com/smartersupportCreating a Service Request

• Start entering the product name you are using and select the appropriate version and component which corresponds to your issue…the page will refresh once your combination has been selected.

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#smartersupportbitly.com/smartersupportCreating a Service Request

• Add a Title and Problem Description…

• Note the “Interested Users” option where you can add a colleague to the service request so they might be kept informed throughout.

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#smartersupportbitly.com/smartersupport

Creating a Service Request• Set the Severity (select Severity levels for more information), provide

a business impact statement and upload any files you feel could speed up the troubleshooting process.

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#smartersupportbitly.com/smartersupportCreating a Service Request

• Review the Summary of your request for accuracy. When you are satisfied, scroll down and click Create Request

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#smartersupportbitly.com/smartersupportCreating a Service Request

• Congratulations! You have successfully created a Service Request! The page will then refresh and display at the bottom of the Service Request home page

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#smartersupportbitly.com/smartersupportReviewing / Searching your Requests

• And finally, now that you’re able to log Service Requests online, you can also search against Open, Closed and Archived requests using the Quick Search drop down on the Service Request homepage.

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Thank You