As previously announced, IBM replaced the Electronic Technical Response (ETR) function with the IBM Service Request (SR) application on the IBMLink ServiceLink main menu on 15 May 2012. ETR is no longer available, but SR provides you with many enhancements.
This is a significant enhancement and follows IBM's Technical Support Transformation strategy of moving to one electronic problem reporting portal. The enhanced features of SR include:
- The ability to search through archived service requests
- A new efficient search of products and components for creating either usage or defect service requests
- Enhanced system reliability and availability
- The ability to save new service requests as drafts for subsequent submission and reuse
- An organized Problem Description page that makes it easier to submit related data files
- A single, consistent web based problem submission tool for any IBM software product.
"IBM Service Request (SR)" replaced "Electronic Technical Response (ETR)" as the fourth option on the IBMLink ServiceLink main menu. Service Request is also available from a tab at the top of all of the IBM Support pages.
You can use the Service Request (SR) application to open your service requests (formally called Problem Management Records - PMRs) on-line for nearly all IBM supported software products including CICS products on z/OS. If you have a SoftwareXcel enterprise edition for zSeries contract, you can also ask a non-defect installation and usage questions. You can also update and monitor your service requests.
Visit the Service Request assistance website for general help, assistance, and instructions on how to use SR. Frequently asked questions and application guides are available on this website, including a form that you can use to request assistance ("SR Help Desk"). You can also provide suggestions by using the SR customer assistance form or by sending an email to firstname.lastname@example.org.
This is the new IBMLink ServiceLink main menu with "Service Request (SR)" as the fourth option:
The following example shows the tab for SR ("Service Requests and PMRs") at the top of the CICS Support page:
|Host Transaction Processing||CICS Batch Application Control for z/OS||Documentation||z/OS||1.1, 1.1.1|
|Host Transaction Processing||CICS Configuration Manager for z/OS||Documentation||z/OS||2.1, 1.2|
|Host Transaction Processing||CICS Interdependency Analyzer for z/OS||Documentation||z/OS||3.2, 3.1, 2.2|
|Host Transaction Processing||CICS Online Transmission Time Optimizer||Documentation||z/OS||1.2|
|Host Transaction Processing||CICS Performance Analyzer for z/OS||Documentation||z/OS||3.1, 2.1, 3.2|
|Host Transaction Processing||CICS Performance Monitor for z/OS||Documentation||z/OS||1.2|
|Host Transaction Processing||CICS VSAM Recovery||Documentation||z/OS||4.2, 4.3|
|Host Transaction Processing||CICS VSAM Transparency for z/OS||Documentation||z/OS||1.2, 2.1|
|Host Transaction Processing||IBM CL/CONFERENCE||Documentation||z/OS||1.4.1|
|Host Transaction Processing||IBM CL/SUPERSESSION||Documentation||z/OS||1.4.7|
|Host Transaction Processing||IBM Session Manager||Not Applicable||z/OS||3.1, 2.2, 2.1|
|Host Transaction Processing||CICS Deployment Assistant for z/OS||Not Applicable||z/OS||1.1|
CICS/TS CICS TS CICS Transaction Server CICSBAC CICS BAC BAC CBEP CICS BEP CICSCM CICS CM CICSDA CICS DA CICSIA CICS IA CICSPA CICS PA CICSPM CICS PM CICSVC CICS VC CICSVR CICS VR CICS/VR CICSVT CICS VT CICS/VT ISM LS147 LC141 CICSOTTO CICS OTTO