IBM Service Request tool

The IBM Service Request [SR] tool provides a single electronic support entry point to log and track all of your technical support requests. Clients who use the SR tool tell us the benefits are measurable.

Benefits of electronic Service Request (SR) entry

• Faster creation of service requests – the SR tool lets you create and maintain your own unique profile, simplifying submission and speeding the SR create process. No need to reenter contact information and contact or product preferences. Once and done
• Better problem descriptions – Free text forms let you enter detailed problem descriptions in your own words, ensuring that IBM's technical support representatives understand exactly what you need the first time.
• Shorter communication path to the experts – An attach function within the SR tool makes it easy to relay all relevant documentation (logs, configuration and diagnostic files) when you create and update a support request, saving you time and helping to ensure a faster, more informed response from an IBM technical support specialist.
• 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 from anywhere, anytime, in real time.
• Easier collaboration – Secure, authorized access to SR means you're able to view and update your Site's service requests across departments and across your entire organization whether you're contributing as part of a larger team or backing up a colleague.
• Complete and customized reporting – SR reporting capabilities let you sort and filter your report to your liking. You may even download reports to a spreadsheet to allow further customization.

Put the power of SR tool to work for you

In June 2012, we will begin encouraging you to use the IBM Service Request [SR] tool to enter all severity 2, 3 and 4 software support requests* for products acquired through IBM Passport Advantage and Passport Advantage Express. Learn more about electronic Service Request entry.

Why wait?

1. Sign in to IBM Support and create a support profile or customize an existing profile
2. Request SR access, select the Service requests & PRMs tab within the portal and submit a Service request self-nomination
3. Explore the Service Request Quick Start
4. View the Service Request YouTube video

For additional information about the IBM Service Request tool please contact your IBM representative or visit us at one of the links below:

• Open or update service requests: Service Request tool
• General Service Request tool questions: Service Request Assistance
• Learn about all of our electronic support offerings: IBM Electronic Support
• Information on IBM Software Support: Software Support Handbook

*Severity 1 service requests may be submitted by phone to our voice-based support call centers or via the IBM SR tool.