IBM Support

In addition to general support while using Planning Analytics the configuration of the system may require several tickets to be raised.  When a ticket is raised against the Planning Analytics on Cloud offering a support analyst determines if it can be answered by support or is required to be redirected to development or Site Reliability Engineering (SRE).  SRE is the IBM team that operate and manage the service for you as a client.

Your IBMid account is used to create support cases with IBM Planning Analytics support at: https://www.ibm.com/mysupport

If your organization already receive support for other IBM offerings you may need to request access from your organisations IBM support administrator.  For more information on support please see: https://ibm.biz/Managing-Your-Support-Account-Access
Note:  the link also provides a “getting started” guide.
Cases should be raised against the IBM Customer Number (ICN) that has entitlement for Planning Analytics on Cloud.  More information: What's my ICN

When raising a support ticket select the blue “open a case button”  in the top right corner of My Support

Most fields on the case are self explanatory but one area that can cause confusion is selecting the product.  If the product drop down is blank or does not contain the offering,  simply start typing “Planning Analytics on Cloud” and select it.  This will be remembered in future cases in the drop down.