Support for IBM hardware products has transitioned to a new site

Support for IBM hardware products has moved to a new site

The new IBM Support site provides you with an upgraded experience.

IBM has replaced the Service Request tool with a new Support site. Please use the new IBM Support site to obtain support for your hardware products.

Frequently asked questions

General

  1. Why did IBM change the way I create and manage hardware tickets?

    IBM is on a multi-year transformational path to transition all IBM software and hardware products to a new support platform, which includes the new IBM Support site. IBM software and hardware products have both transitioned to the new IBM Support site.

  2. What IBM hardware products are transitioning to the new Support site?

    All IBM hardware products have transitioned to the new IBM Support site.

  3. How do I access the new IBM Support site?

    You can access the new IBM Support site at http://www.ibm.com/mysupport.

  4. Will there be more enhancements to the new IBM Support site?

    Yes, the new IBM Support site will continue to evolve to bring you a better client support experience.

  5. Should I continue to use Resource Link for MCL (Microcode Change Level) information?

    Yes, you'll continue to use Resource Link for the latest MCL information, including level, description, and availability.

  6. Will I be able to search for MCLs the same way I do today?

    Yes, you'll be able to search for and view MCLs with Resource Link.

  7. Does this transition to the new IBM Support site change the software delivery process?

    No, the transition to the new IBM Support site doesn't affect the software delivery process.

  8. When should I expect to start using the new IBM Support site?

    You should start using the new IBM Support site now.

  9. What is the plan if the new IBM Support site goes down? Does IBM have High Availability enabled for the new IBM Support site? 

    The new IBM Support site is backed by High Availability capabilities. Additionally, if the new IBM Support site goes down, telephone support will still be available.

Access and Registration

  1. Do I need to register or re-register to access the new IBM Support site?

    No, you'll use the same IBM ID you use to access your current ticketing system to access the new IBM Support site. If you don't have an IBM ID, create one now.

  2. Do I need to set up anything to access the new IBM Support site?

    No, but this is a good time to check that your profile, including your contact information and phone numbers are up-to-date. After you log in, you can find your profile by clicking your avatar in the upper right corner of the screen and selecting Profile.

  3. Will client administrators remain the same and move over with the transition?

    Yes, and clients can have an unlimited number of administrators.

  4. How do Business Partners (BP) gain access to my cases?

    Your Administrator can give a Business Partner access to your cases on the condition that the BP can authenticate using an IBM ID.

  5. I don’t know who my support administrator is. How do I find the person?

    Open a ticket by using the "Get help" link in the "Popular resources" section of the new IBM Support site.

Entitlement

  1. How does entitlement work on the new IBM Support site?

    Entitlement works the same way. Based on your login credential and the selected product/serial number, the system will match your asset to the corresponding support contracts automatically.

Cases, Tickets and Service Request

  1. Will Service Request be sunset?

    Until further notice, you will still be able to access Service Request to review your PMH, RCMS, and CROSS calls that were created before the transition date. If you attempt to open a ticket for a product in Service Request after the transition date for your country/region, you will be redirected automatically to the new IBM Support site. 

  2. Is there a mobile app that I can use to create and manage my cases now?

    No, but you can use your mobile device to create and manage your cases using the new IBM Support site. The new IBM Support site is "Mobile Ready".

  3. Can I search for PMHs and cases on the new IBM Support site?

    No, you'll need to search for PMHs in Service Request, and search for cases on the new IBM Support site.

  4. How do I open a case on the new IBM Support site?

    We provide a video and an article on how to open a case on the new IBM Support site.

  5. How do I add my team members to a case?

    At any time during the case lifecycle, the case creator can add interested parties, who are associated with the account, to the case. Once added to the case, interested parties receive the same notifications and access to the case as the case owner assuming:

    • They had account access in the IBM Service Request (SR) tool and it was migrated over.
    • They can be manually added to the account by the administrator.
    • They requested access to the account in the support access page on the support site.
    For details on how to add other team members to receive email updates for your case, refer to this document.

  6. Can I email a case to myself or to others as I can with a PMH?

    No, you can't email a case directly to yourself or to others. However, you can save the case as an Adobe Acrobat Reader document (.pdf) or a plain text file (.txt), then email it.

File Transfer and Attachment

  1. Will the process to upload diagnostic documentation change?

    No, the process will remain largely identical. You'll continue to upload your log files, memory dumps, and diagnostic data to either Blue Diamond or ECuRep. Instead of assigning a PMH number (xxxxx,xxx,xxx), a RCMS number (xxxxxxx,xxx), or a CROSS number (xxxxxxx) to your files, you’ll assign a case number (TSxxxxxxxxx) to them.

  2. How do I upload files to Blue Diamond when opening a case?

    If you're on a Blue Diamond account, you'll see the option that takes you to Blue Diamond after you create your case.

  3. What is the maximum size of the attachments I can upload to a case?

    You can upload attachments up to 2 GB to a case. The option to upload larger files to ECuRep remains unchanged.

  4. How do Blue Diamond clients handle attachments?

    There's a secure upload facility for Blue Diamond clients, which doesn't have the 2GB file size limit.

Training Resources

  1. What training resources are available for the new IBM Support site?

    The following training videos are available:

  2. Where can I find the IBM Support Guide, which replaced the IBM Software Support Handbook?

    The IBM Support Guide can be accessed through https://www.ibm.com/support/pages/ibm-support-guide.

  3. How do I learn about future changes and enhancements to the IBM Support site?

    Announcements about changes and enhancements to the IBM Support site will be posted at https://www.ibm.com/mysupport/s/community-releases?language=en_US.

  4. How do I keep up-to-date on how IBM Support is changing?

    Follow IBM Support on Twitter.

Getting Help

  1. Who can I contact if I need help with the new IBM Support site?

    Use the "Get help" link in the "Popular Resources" section of the new IBM Support site.

  2. I can’t access the new IBM Support site. How do I open a ticket to get my access fixed? 

    In this case, create a ticket by sending an email describing your issue to [email protected].