The purpose of this document is to present the best practices in navigating the new IBM Support Portal, and when searching for Business Analytics related knowledge online.
Please refer to the two recorded presentations attached.
Getting access to support related knowledge is easier than ever for two main reasons:
- The masthead search (seen in the top right corner of every page on ibm.com) has been greatly improved.
Your searches will still go against everything on ibm.com, so it helps to add "Cognos", "SPSS", "Clarity" or some other Business Analytics specific product reference to the search query. You should notice significant improvements to the relevance of search results returned.
- The new IBM Support Portal has all the links on a single page, and your searches go against only the products you configure
With Support Portal, you are able to configure up to 10 products across all of IBM's offerings and select which of those products you want to filter/focus your search on - all from a single page. With thousands of products across IBM, more than 99% of all the information available on ibm.com will always be unrelated to the product you are searching for information on - Support Portal makes sure you only see content related to the products of interest to you.
Quickstart links to pre-configured Support Portal pages for some of the top BA products:
Algo Financial Modeler
Cognos Business Intelligence
Cognos Business Viewpoint
Cognos Financial Statement Reporting
Cognos Series 7
OpenPages GRC Platform
SPSS Data Collection
Once there, you can add more products afterwards as seen in the screenshot below.
Please refer to the Business Analytics Support microsite which has a number of multimedia videos and information and links to help BA customers with all things Support related.
Consider the following scenario, as shown in the example below, where a BA customer has the following mix of IBM products configured in their personalized Support Portal.
If they de-select the products that are not of immediate concern, and enter their search criteria in the search box above, they will get back results related only to those products that are still enabled. In this case, let's assume the issue is with accessing the Cognos Business Intelligence portal in an environment where Websphere Application Server is used.
On the search results page that follows, we can do a number of things to refine the search results. As seen in the screenshot below, we can:
- modify the search query
- filter the results by checking or unchecking the various product boxes
- filter the results by selecting one or more document types
- filter the results by selecting one or more functional tasks associated with the documents
- sort the results by date if preferred over the default relevancy scoring
- there are even links to take the same basic search query and run it through other popular search engines (without the filtering options)
TIP: If you follow the links to Google etc to perform the same search outside of the IBM website, it is advised to use a site filter to limit the results to documents and pages found on ibm.com. For example: site:ibm.com cannot access portal
The following screenshot illustrates how a number of these filtering options can get us closer to the information we are seeking. In this example, the following was done to narrow the scope after the initial search returned 269 results:
- the search query was modified to include the exact string "Cognos Connection" instead of the more ambiguous term portal
- in the Search for box, the query was further modified to add CAM-* which is the root of all Cognos Access Manager (CAM) errors. By using the root along with a * wildcard, we will only get back documents that also contain CAM errors
The end result is a much more reasonable set of 13 Technote knowledge base documents to work with.
The steps above represent some of the best practices in searching for knowledge base documents in the new Portal environment. Click here for more search tips (the same link is found on the search results page within the right-hand navbar, as seen above).
More about the IBM Support Portal
The Support Portal brings together all IBM online support resources and tools for hardware, software and services in a consistent interface that is tuned to your specific needs. It provides powerful features that make it fast and easy to find the exact information or tool you need. Learn more and try it today by clicking on any of the following links:
- Visit the Business Analytics Support site
- View the IBM eSupport video tours on youtube
- Learn more about the Support Portal on the IBM eSupport site
- Portal site assistance (how to do everything on Portal)
- Start using Support Portal now
Lastly, if there is anything about Portal you would like to see improved or implemented, please click the Support feedback link in the right navbar and reach out to us with your comments or suggestions.
|Business Analytics||Cognos 8 Business Intelligence||Not Applicable||AIX, HP-UX, HP Itanium, Linux, Solaris, Windows||8.2, 8.3, 8.4||All Editions|
|Business Analytics||Cognos Business Viewpoint||Not Applicable||AIX, HP-UX on PA-RISC, HP Itanium, Linux, Solaris, Windows||8.4||All Editions|
|Business Analytics||Cognos 8 Controller||Controller||Windows||8.4, 8.3, 8.2||Not Applicable|
|Business Analytics||Cognos 8 Go!||Not Applicable||Windows, AIX, HP-UX, Linux, Solaris||8.4, 8.3, 8.2||All Editions|
|Business Analytics||Cognos 8 Planning||Not Applicable||Windows||8.1, 8.2, 8.3, 8.4||All Editions|
|Business Analytics||Cognos Analytic Applications||Not Applicable||Windows, AIX, HP-UX, Solaris||8.4||All Editions|
|Business Analytics||Cognos Consolidator||Not Applicable||AIX, HP-UX, Linux, Solaris, Windows||6.22||All Editions|
|Business Analytics||Cognos Express||Not Applicable||Windows 2003 server||9.0||All Editions|
|Business Analytics||Cognos Finance||Not Applicable||Windows||7.4||All Editions|
|Business Analytics||Cognos Now!||Cognos Now!||AIX, HP-UX, Linux, Solaris, Windows||4.3, 4.5, 4.6||All Editions|
|Business Analytics||Cognos Performance Applications||Not Applicable||Windows||1.3, 1.4, 1.5, 1.6, 2.0||All Editions|
|Business Analytics||Cognos Series 7||Not Applicable||AIX, HP-UX on PA-RISC, Solaris, Windows, TRU64 UNIX||7.4, 2.2||All Editions|
|Business Analytics||Cognos TM1||TM1||Windows||9.4, 9.3, 9.1||All Editions|
|Business Analytics||SPSS Modeler|
|Business Analytics||SPSS Statistics|
|Business Analytics||SPSS Data Collection|
|Business Analytics||OpenPages GRC Platform|
|Business Analytics||Clarity 7|
|Business Analytics||Cognos Financial Statement Reporting|
|Business Analytics||Cognos Business Intelligence and Financial Performance Management|
|Business Analytics||Algo Financial Modeler||Platform Independent||Not Applicable||Edition Independent|
|Business Analytics||Cognos Business Intelligence|