Usage and Benefits of IBM SR Tool

©2014 IBM Corporation
IBM Service Request (SR)
Niraj V Jani
March 27, 2014

© 2014 IBM Corporation 2
Agenda
Benefits 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 tool
Faster 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 levels
Primary 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

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/componen
t 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 Requests
Include 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 from
STC/Administrator.

How to locate Help
Service Request Assistance – FAQs
When 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 srhelp@us.ibm.com
AVP customer can also contact their account managers (AVL) to submit a
request on their behalf through Support System Request DB
SSR IP Address 9.32.140.98

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.”

References
SR 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 Request
From the IBM Home Page http://www.ibm.com
From 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 link
Login or password assistance link
Outside the SR Site - send an email:
SR Help desk: srhelpdesk@us.ibm.com
Login 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

Questions?

Legal Disclaimer
© IBM Corporation 2013. All Rights Reserved.
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