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©2014 IBM Corporation
IBM Service Request (SR)
Niraj V JaniMarch 27, 2014
© 2014 IBM Corporation 2
AgendaBenefits 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
© 2014 IBM Corporation 3
Benefits of using the SR toolFaster 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.
© 2014 IBM Corporation 4
Defining user access levelsPrimary 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
© 2014 IBM Corporation 5
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
© 2014 IBM Corporation 6
Registration
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Registration
Click the “Send
verification email” button
© 2014 IBM Corporation 8
Registration
© 2014 IBM Corporation 9
Registration
Enter Registration
code and click Submit to
complete the registration
process
The ability to resend
the verification
© 2014 IBM Corporation 10
Registration
© 2014 IBM Corporation 11
Registration
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Registration
© 2014 IBM Corporation 13
SR Home Page
© 2014 IBM Corporation 14
Open a new service request
Waiting on screen shot Waiting on screen shot
Streamline the process of product
selection by creating a Preferred
product/component 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
© 2014 IBM Corporation 15
Open a new service request
View severity
description
Information about the service request
© 2014 IBM Corporation 16
Open a new 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
© 2014 IBM Corporation 17
Open a new service request
Manage your contact information for the SR
Complete the SR create process
and send request to IBM
by clicking Create Request
© 2014 IBM Corporation 18
Open a new service request
Hot link to return back
to the service request
© 2014 IBM Corporation 19
Search for Service RequestsInclude archived
service requests in filter (1 yr closed)
Search and access service requests
that you or others in your organization have submitted
© 2014 IBM Corporation 20
User Administration - Update Existing Users
Control Access Level
Control Status
(active & terminated)Filter by
first name, last name, or status
© 2014 IBM Corporation 21
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
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User Administration - Copy Users
Drop down to
select the two ICNs
Reverse your target
and source
selection
© 2014 IBM Corporation 23
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
© 2014 IBM Corporation 24
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
© 2014 IBM Corporation 25
My Profile - Contact Information
Important changes made in My Profile will flow and update to the IBM entitlement
systems
© 2014 IBM Corporation 26
My Profile – Notification Preferences
Select the language
you wish to receive
notifications
© 2014 IBM Corporation 27
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
© 2014 IBM Corporation 28
My Profile - Display
Select an ICN to appear
preselected on the search drop
downs and as a default to create a
service request against
© 2014 IBM Corporation 29
My Profile – Preferred Products
Remove items from
your Preferred
Product list.
© 2014 IBM Corporation 30
My Messages
View and delete your notifications.
SR will automatically delete after 30
days
© 2014 IBM Corporation 31
My Agreements – Support Registrations
Request basic caller access by entering
ICN and country/region
Pending approvals require approval fromSTC/Administrator.
© 2014 IBM Corporation 32
How to locate Help
Service Request Assistance – FAQsWhen 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 [email protected]
AVP customer can also contact their account managers (AVL) to submit a request on their behalf through Support System Request DBSSR IP Address 9.32.140.98
© 2014 IBM Corporation 33
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.”
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ReferencesSR 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 RequestFrom the IBM Home Page http://www.ibm.comFrom 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 linkLogin or password assistance link
Outside the SR Site - send an email: SR Help desk: [email protected] 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
© 2014 IBM Corporation 35
Questions?
© 2014 IBM Corporation 36
Legal Disclaimer© IBM Corporation 2013. All Rights Reserved.
The information contained in this publication is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software.
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