Top Tips for Using IBM Software Support

Technote (FAQ)


Question

What resources are available to help customers use IBM Support systems and processes?

Answer

Tip #1: IBM Customer Numbers (ICNs) Explained
Tip #2: IBM Contacts Explained
Tip #3: IBM Service Request (SR)
Tip #4: Contacting Business Analytics Phone Support
Tip #5: SRs Migrated to IBM SR
Tip #6: Business Analytics Software Product Downloads
Tip #7: How to Change the Language of Automated IBM Communications
Tip #8: What is an APAR and how do I view them?

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Tip #1: IBM Customer Numbers (ICNs) Explained

Please Note: Should you have questions, please do not hesitate to contact Business Analytics Client Care at ClientCare@ca.ibm.com. This email address is a global address and is committed to replying to your inquiry within 2 business days of receiving your email request.

The information found on this page contains important details on how ICNs (IBM Customer Numbers) relate to each of the Business Analytics Support offerings, and how you will use these ICNs to access support from IBM.

Step #1: Find your IBM Customer Number (ICN)
STC = IBM Site Technical Contact

Task Solution
To find your ICN If you are not the STC, contact your STC
If you are the STC, email Business Analytics Client Care at ClientCare@ca.ibm.com
If you don't know who your STC is Email Business Analytics Client Care at ClientCare@ca.ibm.com


Step #2: Understand Your ICNs

Standard Support
Every installation with Business Analytics entitlements reflecting Business Analytics Standard Support will have an ICN that is to be used to receive associated support for that environment. Your ICN can only be used to access support in the country to which it is associated.

Therefore you may have multiple ICNs with different IBM Site Technical Contacts.

Global Support
If you have added Global Support, for every country where you require support outside the base installation site, you will have an additional ICN to access support. You will only use these ICNs to access support, not for billing. If you are not using the IBM Service Request (SR) tool, you will need to use the local country phone number for each ICN (located at https://www.ibm.com/planetwide/) for support.

Accelerated Value Program (premium support offerings for Business Analytics, e.g. SDK, Advantage, Alliance, Premier, etc.)
If you have added an Accelerated Value Program premium support offering to your subscription and support agreement you will have a second "premium support" ICN for you to invoke the premium handling associated with these offerings. This will be in addition to your regular standard support ICN. Your standard support ICN does not provide access to the coverage available through your Accelerated Value Program contract, and so your designated technical contacts for your Accelerated Value Program agreement should use this premium support ICN to access technical support.

Support Providing Partners
If you are a Support Providing Partner, you will have an ICN that will reflect the entitlement(s) of your client(s). You should use this single ICN for accessing support for your environment(s) and that of your client(s), in the country where your ICN is associated. If Global, SDK, Advantage, Alliance or Premier Support were also added, please refer to the details above.

Step #3: Additional information
• ICNs are always 6 or 7 digits long, but the IBM Service Request (SR) tool requires that they always be entered as a 7 digit number. When you are using the IBM SR tool, prefix a 6 digit ICN with a zero.

• Do not use your ICNs for downloads as they will not allow this capability. Business Analytics Software product downloads are accessed via your IBM Site Number provided to the named IBM Primary Contact for your company. See Tip #2: IBM Contacts Explained for details on the IBM Primary Contact.


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Tip #2: IBM Contacts Explained

For questions on your IBM Customer Number (ICN), associated entitlements, or any of the designated contacts for your site/ICN, please contact Business Analytics Client Care at ClientCare@ca.ibm.com. This email address is a global address and is committed to replying to your inquiry within 2 business days of receiving your email request.

Below you will find brief descriptions for the various IBM contact roles to help you better understand the role itself and responsibilities of the person nominated to that role.

Designated Contacts for a Site/IBM Customer Number (ICN)

    Your site/ICN may have up to six distinct contacts designated to fulfill various roles in managing your site’s support relationship with IBM and users that you wish to access the services available under your subscription and support agreements. The same person may be designated to more than one role, and may be designated to the same or different roles for other sites.

    Primary Contact / Business Contact
    As the Primary Contact, sometimes called the Business Contact, you are the person entering into the contractual relationship with IBM on behalf of your company. If you are the only contact specified, IBM may consider you to be the sole contact for all roles described below. It is your responsibility to ensure that the appropriate people are designated for the other site contact roles if you will not fulfill these roles yourself.

    Administration Contact / Proof of Entitlement Contact
    As the Administration Contact, sometimes known as the Proof of Entitlement Contact, you are responsible for requesting and authorizing account information changes. In addition, IBM will send you documents including Software Maintenance Renewal notices (unless a specific Software Maintenance Renewal Contact is designated), software upgrade availability notifications, Proofs of Entitlement, etc. You are the primary contact for the IBM Software and Services On-line Tool for product downloads under your site’s subscription and support agreements and are responsible for managing user access to this tool.

    Site Technical Contact
    As the Site Technical Contact (STC) you are responsible for overall support compliance of the site associated with a specific IBM Customer Number, and for managing user access to the IBM Service Request Tool.

    Software Maintenance Media Shipping Contact
    Product upgrades are primarily delivered by electronic download. However, each site may request and receive one set of media when product upgrades become commercially available. As the Software Maintenance Media Shipping Contact product upgrade media will be shipped to you, unless otherwise specified in the request for media shipment. Please note: This process is more time consuming than electronic download from this site.

    Software Maintenance Renewal Contact
    As the Software Maintenance Renewal Contact you are responsible for assisting with Software Maintenance Renewals.

    Billing Contact
    As the Billing Contact you will receive, where applicable, billing communications.

    How to Change Your Site’s Designated Contacts
    Your site’s Primary/Business Contact or Administration Contact is responsible for ensuring that your site’s designated contacts are maintained. When the current legacy software support and maintenance agreement assumed by IBM is later renewed under a standard IBM Passport Advantage subscription and support agreement then any changes to your site’s designated contacts can be made on-line through the Passport Advantage On-Line tool. Until then, to change any of the information for one of the above designated roles, please send an email to the most appropriate of the following addresses based on the country where your site is located:

    Americas: dswsoft@us.ibm.com
    Europe, Middle East, Africa: ClientCare@ca.ibm.com
    Asia Pacific: ecareap@sg.ibm.com
    Japan: paonline@jp.ibm.com

    Please be sure to include all of the following information:
    • Company/Organization Name
    • IBM Site ID (if known)
    • IBM Customer Number
    • Country
    • Name of position to be updated (from the above list)
    • First name and last name of the contact to be designated to that position
    • Note: If the country where this site is located uses a non-Roman alphabet please provide the contact’s first name and last name in both English and the native character set.
    • Contact’s Email Address
    • Contact’s Phone Number

    Please be aware that if you submit a request for changes and are not currently the designated Primary/Business Contact or Administration Contact you may be contacted to confirm that you have the appropriate authority within your organization to request such changes.


Designated Contacts for the IBM Service Request Tool (Assisted Technical Support)

    The IBM Service Request tool (IBM SR tool), at https://www.ibm.com/support/servicerequest, is used to submit and manage online your Service Requests (SRs), also known as Problem Management Records (PMRs), for assisted technical support. There are five designated roles for users of this tool.

    Since your Site Technical Contact (STC) manages user access to this tool, if you don’t know who this is please email Business Analytics Client Care at ClientCare@ca.ibm.com. This email address is a global address and is committed to replying to your inquiry within 2 business days of receiving your email request.

    Site Technical Contact (STC)
    As the STC you are responsible for managing the IBM SR tool access for up to nine Technical Contacts (TCs), and an unlimited number of Authorized Users, Authorized Readers, and Business Partners. You may open SRs and view all SRs for your site/ICN. There is only one STC per site/ICN.

    Technical Contact (TC)
    Approved by the STC, you are responsible for assisting in managing your company’s list of Authorized Users, Authorized Readers, and Business Partners, to allow them access to the IBM SR tool. You may open SRs and view all SRs for your site/ICN. There may be up to nine TCs per site/ICN.

    Authorized User
    Approved by the STC or a TC, as an Authorized User you have been designated to open and view all SRs for your site/ICN.

    Authorized Reader
    Approved by the STC or a TC, as an Authorized Reader you have been designated to view all SRs for your site/ICN.

    Business Partner
    Approved by the STC or a TC, as a business partner you have been designated to open SRs for the customer’s site/ICN. You may also be given access to specific SRs opened by the customer’s own users on a case-by-case basis.


Designated Contacts for the IBM Software and Services On-line Tool (Product Downloads)
    The IBM Software and Services On-Line Tool, at https://www.ibm.com/software/howtobuy/passportadvantage/paocustomer, is used to download the current release of the software products covered by your site’s subscription and support agreements. There are three designated roles for users of this tool.

    Since your site Administration Contact manages user access to this tool, if you don’t know who this is please email Business Analytics Client Care at ClientCare@ca.ibm.com. This email address is a global address and is committed to replying to your inquiry within 2 business days of receiving your email request.

    Primary Contact (See Administration Contact above)
    As the Primary Contact within this tool you will approve access requests from users, and will receive all download account management and software download instruction communications. You may authorize up to four Secondary Contacts to assist you with user management. There is only one Primary Contact for this tool per site/ICN.

    Secondary Contact
    As a named Secondary Contact, you are authorized by the tool’s Primary Contact to grant users access to the IBM Software and Services On-Line Tool and determining their access privileges. There may be up to four Secondary Contacts for this tool per site/ICN.

    User
    As a user, you are authorized by the tool’s Primary Contact or a Secondary Contact to download the software products covered by your site’s subscription and support agreements.

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Tip #3: IBM Service Request (SR)

IBM Service Request (SR) is an online tool used to open, update, and report on technical service requests, also known as Problem Management Records or PMRs. You may see and hear the terms SR and PMR used interchangeably.

You can use SR to report problems on nearly all IBM supported software products.

Step #1: Understand SR

Please review the Service Request assistance page for details on how to set up access to SR, use SR, and view tours and FAQs related to SR.

https://www.ibm.com/support/servicerequest/help/srHelp.action

Step #2: Quick access to SR

Bookmark this URL: https://www.ibm.com/support/servicerequest

Step #3: Still have a question? Contact the SR Help Desk

Use this page to ask a question or report trouble with IBM Service Request (SR) or when accessing entitled documents in the IBM technical support knowledge base. The information you provide will be used only to research your issue and reply to you.

https://www-304.ibm.com/software/entitlement/CustAssist?topic=esr

Some additional SR tips

  • If you are a named contact for an Accelerated Value Program premium support offering for Business Analytics software you should select "Accelerated Value Program for Cognos Software" or "Accelerated Value Program for SPSS Software" from the Supported products list when creating a new service request. The components then displayed represent various products or product families. Selecting the most appropriate of these values will route your request to the correct support team. The analyst assigned your request will set the correct product component once they have confirmed it with you.
  • If you submit a service request by telephone it will not initially appear in IBM SR. However, you can search for it using the SR/PMR reference number that you were given and once you have accessed it on-line it will then appear under the heading My recent open online service requests on your IBM SR home page.
  • A short checklist on your initial set-up with IBM Service Request is available at http://www.ibm.com/software/support/servicerequest/quick_start.html.

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Tip #4: Contacting Business Analytics Phone Support

Telephone support access does NOT require web registration but it does require that you have your ICN (IBM Customer Number).

Visit http://www.ibm.com/planetwide/ and locate the phone number for your country for the service desired. Follow the instructions as prompted.

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Tip #5: SRs Migrated to IBM SR

What happened to all of my service requests from the old system?

All of your active service requests from the SPSS or Cognos legacy service request systems were migrated to IBM Service Request. The support analyst dealing with your request at the time would have emailed you the new SR reference number. Note that since these service requests were not initially created through SR they will not show up in your list of active service requests by default. However, if you search for one by its reference number and then review it online it will subsequently appear in SR by default.

Closed technical service requests were not migrated.

The Business Analytics software product development organization has also made a transition to new systems and processes. Now when a defect is targeted by product development to be fixed in a future release an Authorized Problem Analysis Report, or APAR, will be created. See Tip #8 for further details.

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Tip #6: Business Analytics Software Product Downloads

Step #1: Start getting your Product Downloads from IBM.com
Use the following links on IBM.com to download your Business Analytics products:
IBM Software and Services site - current products, select "Customer sign in"
Legacy Downloads – back releases of supported product versions
Service Packs, Fix Packs, Emergency Fixes, etc

You will need the following to access downloads on IBM.com:
• Your IBM Site ID
• Your IBM ID

If you have not yet been authorized to access the IBM Software and Services On-line tool by your site’s Administration Contact, then when you sign-in you will be sent to the self-nomination screen and will be prompted to enter your customer information and submit your self-nomination request. This request will be routed to your Administration Contact for review. You will receive an email notification from the Administration Contact when your self-nomination request has been processed.

Use this links to access Cognos BI Migration Tools downloads:
Cognos BI Migration Tools Downloads


Step #2: Seek assistance
If you are having issues accessing product downloads on IBM.com, please contact eCustomer Care at https://www-112.ibm.com/software/howtobuy/passportadvantage/paocustomer/docs/en_US/ecare.html.

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Tip #7: How to Change the Language of Automated IBM Communications

If the Site Technical Contact (STC) has received the automated "Welcome to Support" email from IBM Support and it is in the incorrect language, then your Primary/Business contact or Administration contact is able to request a change to the language of your choice. This change must be made in writing to eCustomer Care (https://www-112.ibm.com/software/howtobuy/passportadvantage/paocustomer/docs/en_US/ecare.html).

Please be sure to include all of the following information:
• Company name
• IBM Site ID
• IBM Customer Number
• Language of choice

Please note that you will have to submit separate requests for each site/ICN your company has been assigned.

Be aware that if you submit a request for changes and are not currently the designated Primary/Business or Administration Contact, you may be contacted to confirm that you have the appropriate authority within your organization to request such changes.

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Tip #8: What is an APAR and how do I view them?

An Authorized Program Analysis Report, or APAR, is a formal report to IBM development of a problem caused by a suspected defect in a current release of an IBM program. If IBM development is able to confirm the existence of the defect they will update the APAR with any known workarounds and perhaps an indication of which future release, if any, of the IBM program they intend to target for a formal fix to the defect and whether or not a Program Temporary Fix (PTF) is planned. The APAR will then be published so that it is visible to supported customers.

If a Service Request / Problem Management Record (SR/PMR) that you have submitted results in an APAR being created and published, or is related to an already published APAR, your support engineer will advise you of the APAR reference number. You can find the APAR by searching for it using the search box at the top of any page on the IBM web site. For example, this search...


...will return the following result:


To view the APAR you can simply click the title in the search result. Notice that the key icon indicates that registration is required, and if you are not already logged in to the IBM Service Request tool using your IBM Registration ID (also known as your IBM Web ID, or simply IBM ID) you will be prompted to do so when you click the APAR title. Note that you might have already logged in to the IBM web site using your IBM ID, but this does not automatically log you in to the IBM Service Request tool.

If you try to open an APAR and are prompted with a "Get Access" page, then you need to add a currently valid IBM Customer Number (ICN) for your organization in the IBM Passport Advantage software subscription and support section of this "Get Access" page...


Note that even though you may have already associated this ICN with your IBM ID in the Technical Support section of this page, the validation of your support entitlements for the display of APARs is done against the ICN(s) you list in the IBM Passport Advantage software subscription and support section.

You can also browse the published APARs by visiting the All troubleshooting links page in the IBM Support Portal, expanding the section for the product family you are interested in by clicking the name, and then filtering the search results by checking the APAR value in the Document Type list. Note that if you have not already logged in to the IBM Support Portal you will be prompted to do so in order that your list of preferred products can be retrieved.

Cross reference information
Segment Product Component Platform Version Edition
Business Analytics Cognos 8 Analytical Applications Windows, AIX, HP-UX, Solaris 8.3, 8.4
Business Analytics Cognos 8 Business Intelligence Linux, Windows, AIX, HP-UX, HP Itanium, Solaris 8.2, 8.3, 8.4
Business Analytics Cognos Business Viewpoint AIX, HP-UX on PA-RISC, HP Itanium, Linux, Solaris, Windows 8.4
Business Analytics Cognos 8 Controller Windows 8.4, 8.3, 8.2
Business Analytics Cognos 8 Go! Windows, AIX, HP-UX, Linux, Solaris 8.4, 8.3, 8.2
Business Analytics Cognos 8 Planning Windows 8.2, 8.3, 8.4
Business Analytics Cognos Application Development Tools AIX, HP-UX, HP-UX on Itanium, HP-UX on PA-RISC, Linux, OpenVMS 3.4E, 3.4F, 8.40E, 8.40F, 8.41E, 8.41F
Business Analytics Cognos Consolidator AIX, HP-UX, Linux, Solaris, Windows 6.22
Business Analytics Cognos Finance Windows 7.4
Business Analytics Cognos Now! AIX, HP-UX, Linux, Solaris, Windows 4.5, 4.6
Business Analytics Cognos Performance Applications Windows 1.3, 1.4, 1.5, 1.6, 2.0
Business Analytics Cognos Series 7 AIX, HP-UX on PA-RISC, Solaris, Windows, TRU64 UNIX 7.4, 2.2
Business Analytics Cognos TM1 Windows 9.4 MR1, 9.4, 9.3, 9.2, 9.1
Business Analytics SPSS Data Collection
Business Analytics SPSS Decision Management
Business Analytics SPSS Event Builder
Business Analytics SPSS Modeler
Business Analytics SPSS Statistics
Business Analytics SPSS Text Analytics
Business Analytics SPSS Visualization Designer
Business Analytics SPSS Interaction Builder
Business Analytics SPSS Model Builder
Business Analytics SPSS Risk Control Builder

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Document information


More support for:

Cognos Business Intelligence and Financial Performance Management

Software version:

8.0

Operating system(s):

AIX, HP-UX, Linux, Solaris, Windows

Reference #:

1389775

Modified date:

2012-04-30

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