IBM Support and Passport Advantage portal navigation tool

Technote (FAQ)


Question

How do I navigate through the IBM Support and Passport Advantage portals to achieve my objective?

Answer

What would you like to do? Please click the appropriate tab:

  • How would you like to open the PMR?

  • Tab navigation

  • Do you know your account's IBM Customer Number (ICN) or Site Number?

  • Tab navigation

    US customers can contact IBM Support at 1-800-IBM-SERV (1-800-426-7378). To contact about IBM ILOG products:
    1) Press 2 - All other business products and solutions
    2) Press 2 - Assistance with Software
    3) Press 1 - New Service Request

    Customers outside the US would need to use the number corresponding to their country available at IBM Planetwide
    Follow the directions to get support for IBM ILOG software products. From there you will need to provide:
    a) Your IBM Customer Number or Site Number
    b) Product name and version. It helps to have the full name (for instance, "ILOG CPLEX Optimization Studio"
    c) Severity of the problem
    d) A description of the problem or question
    The agent will be able to answer, or route the PMR/service request to the proper team.

    Click for more information on this topic
  • Do you know the Primary Site Technical Contact (PSTC) or Primary Contact (PC) for your account?

  • Tab navigation

    Please ask your PSTC or PC for your account's IBM Customer Number (ICN) or Site Number. Once you get it, please go to the previous question's 'Yes' tab to proceed.
    Click for more information on this topic

    You will need to contact IBM to find this information.
    US customers can reach Customer Support OnLine directly at (877) 426-6006. Customer Support OnLine can provide you with your PSTC or your Administration Contact.
    Customers in other countries will need to visit the Customer Support OnLine link and select a country/language. Clicking the appropriate selection should provide you with a contact number.
    Alternatively, you can contact you Passport Advantage eCustomer Care team at (800) 978-2246 (for United States customers), or one of the other numbers for customers outside the US at eCustomer Care. They can also provide you with your PSTC or your Administration Contact. Once you know the PSTC or PC for your account, click the 'Yes' tab to proceed.
    Click for more information on this topic

  • Do you have an IBM ID?

  • Tab navigation

  • Is your IBM ID entitled to use your company's Site Number?

  • Tab navigation

    Click the Online Service Request Tool link. Now, login with you IBM ID and password and create the PMR.
    Click for more information on this topic

  • Do you know the Primary Site Technical Contact (PSTC) or Primary Contact (PC) for your account?

  • Tab navigation

    If you are the PSTC or PC for your account, then you would already have the required access rights and you can simply go to the previous level's 'Yes' tab to proceed.
    If you are not the PSTC or PC for your account then:
    1) Ask the PSTC or PC for your account's IBM Customer Number (ICN) and Site Number.
    2) Go to the Support Portal nomination request page at My Agreements. Now login with you IBM ID and password.
    3) Enter the IBM Customer Number, select your Country/Region (based on the support contract), fill in the 'Justification' section and click the 'Request access' button.
    4) Let your account's PSTC or PC know of your request so that they can approve the request.
    5) Once your account is approved (entitled and linked to your Site Number), go to the previous level's 'Yes' tab to proceed.

    Go to the Customer Support OnLine link and select a country/language. Clicking the appropriate selection should provide you with a contact number. For US customers, the contact number is (877) 426-6006. Customer Support OnLine can provide you with your PSTC or your Administration Contact.
    Alternatively, you can contact you Passport Advantage eCustomer Care team at (800) 978-2246 (for United States customers), or one of the other numbers for customers outside the US at eCustomer Care. They can also provide you with your PSTC or your Administration Contact.
    Click for more information on this topic
    Once you know the PSTC or PC for your account, click the 'Yes' tab to proceed.

    Go to the IBM homepage at www.ibm.com. Now, click the 'Register' link at the top right corner and fill out the associated registration form.
    Go to the 'Yes' tab to proceed.

  • Do you have an IBM ID?

  • Tab navigation

  • Is your IBM ID entitled to use your company's Site Number at the Passport Advantage website?

  • Tab navigation

    1) Go to Passport Advantage websiteClick the 'Customer sign in' link and login with you IBM ID and password.
    2) Click on 'Software download and media access'
    3) Choose 'Download finder'
    4) Select 'View all my downloads'
    5) Expand on the particular brand (for example, 'Websphere' for the IBM ILOG CPLEX Optimization Studio product)
    6) Select the installer which you are looking for and continue downloading from there.
    Click for more information on this topic

  • Do you know the Primary Site Technical Contact (PSTC) or Primary Contact (PC) for your account?

  • Tab navigation

    If you are the PSTC or PC for your account, then you would already have the required access rights and you can simply go to the previous level's 'Yes' tab to proceed.
    If you are not the PSTC or PC for your account then:
    1) Ask the PSTC or PC for your account's IBM Customer Number (ICN) and Site Number if you donot know about it already.
    2) Go to Passport Advantage websiteClick the 'Customer sign in' link and login with you IBM ID and password.
    3) This should take you to the 'Self-nomination screen' where you will need to select the appropriate options and request for the corresponding level of access.
    4) Inform the PSTC / PC of your request, so that they can approve the same.
    5) Once your account is approved (entitled and linked to your Site Number), go to the previous level's 'Yes' tab to proceed. Click for more information on this topic

    Go to the Customer Support OnLine link and select a country/language. Clicking the appropriate selection should provide you with a contact number. For US customers, the contact number is (877) 426-6006. Customer Support OnLine can provide you with your PSTC or your Administration Contact.
    Alternatively, you can contact you Passport Advantage eCustomer Care team at (800) 978-2246 (for United States customers), or one of the other numbers for customers outside the US at eCustomer Care. They can also provide you with your PSTC or your Administration Contact.
    Click for more information on this topic
    Once you know the PSTC or PC for your account, click the 'Yes' tab to proceed.

    Go to the IBM homepage at www.ibm.com. Now, click the 'Register' link at the top right corner and fill out the associated registration form.
    Go to the 'Yes' tab to proceed.

  • Do you have an IBM ID?

  • Tab navigation

  • Is your IBM ID entitled to use your company's Site Number at the IBM Support Portal?

  • Tab navigation

    1) Go to the FixCentral webpage at FixCentral websiteLogin with your IBM ID and password.
    2) Select the appropriate product group (like 'websphere' for IBM ILOG products) in the 'Product group' combo-box.
    3) Select the required product in the 'Product' combo-box.
    4) Choose the installed version
    5) Select the required fix-pack platform, and click 'Continue'
    6) Click 'Continue' again in the next screen making sure that 'Browse for fixes' is selected.
    7) Select the required installer and continue downloading from there.
    Click for more information on this topic

  • Do you know the Primary Site Technical Contact (PSTC) or Primary Contact (PC) for your account?

  • Tab navigation

    If you are the PSTC or PC for your account, then you would already have the required access rights and you can simply go to the previous level's 'Yes' tab to proceed.
    If you are not the PSTC or PC for your account then:
    1) Ask the PSTC or PC for your account's IBM Customer Number (ICN) and Site Number.
    2) Go to the Support Portal nomination request page at My Agreements. Now login with you IBM ID and password.
    3) Enter the IBM Customer Number, select your Country/Region (based on the support contract), fill in the 'Justification' section and click the 'Request access' button.
    4) Let your account's PSTC or PC know of your request so that they can approve the request.
    5) Once your account is approved (entitled and linked to your Site Number), go to the previous level's 'Yes' tab to proceed.

    Go to the Customer Support OnLine link and select a country/language. Clicking the appropriate selection should provide you with a contact number. For US customers, the contact number is (877) 426-6006. Customer Support OnLine can provide you with your PSTC or your Administration Contact.
    Alternatively, you can contact you Passport Advantage eCustomer Care team at (800) 978-2246 (for United States customers), or one of the other numbers for customers outside the US at eCustomer Care. They can also provide you with your PSTC or your Administration Contact.
    Click for more information on this topic
    Once you know the PSTC or PC for your account, click the 'Yes' tab to proceed.

    Go to the IBM homepage at www.ibm.com. Now, click the 'Register' link at the top right corner and fill out the associated registration form. Go to the 'Yes' tab to proceed.

  • Which site would you like to manage?

  • 1) To be able to manage your Passport Advantage account, you should atleast be one of the following for your account:
    * Primary Contact
    * Primary Site Technical Contact
    * Secondary Contact
    2) Go to the Passport Advantage homepage at Passport Advantage. Now, login with your IBM ID and password.
    3) Click the 'Account management' link on the left hand side panel.
    4) Click 'Manage access'.
    5) Here, you should be able to see other user requests for access or be able to add certain IBM ID to access your company's ICN or Site Number.

    To be able to manage your Support Portal account, you should atleast be one of the following for your account:
    * Primary Contact
    * Primary Site Technical Contact
    * Secondary Contact
    Go to the Support Portal administration page at Admin page. Now, login with your IBM ID and password if you haven't done so already.
    Here, you should either be able to add new users to use your company's account (ICN and Site Number) or respond to other users access requests by other members of your company.
    You can also check your messages including status changes to service requests or other users with whom you are associated by clicking the My messages link.

  • Do you have an IBM ID?

  • Tab navigation

  • Is your IBM ID entitled to use your company's Site Number at the IBM Support Portal?

  • Tab navigation

    1) Go to the Search Service Requests webpage. Login with you IBM ID and password if you haven't already logged in.
    2) The interface offers a variety of ways to search for PMRs (by date, by number, by severity etc); choose the one which best suits your needs.
    Click for more information on the service request tool

  • Do you know the Primary Site Technical Contact (PSTC) or Primary Contact (PC) for your account?

  • Tab navigation

    If you are the PSTC or PC for your account, then you would already have the required access rights and you can simply go to the previous level's 'Yes' tab to proceed.
    If you are not the PSTC or PC for your account then:
    1) Ask the PSTC or PC for your account's IBM Customer Number (ICN) and Site Number.
    2) Go to the Support Portal nomination request page at My Agreements. Now login with you IBM ID and password.
    3) Enter the IBM Customer Number, select your Country/Region (based on the support contract), fill in the 'Justification' section and click the 'Request access' button.
    4) Let your account's PSTC or PC know of your request so that they can approve the request.
    5) Once your account is approved (entitled and linked to your Site Number), go to the previous level's 'Yes' tab to proceed.

    Go to the Customer Support OnLine link and select a country/language. Clicking the appropriate selection should provide you with a contact number. For US customers, the contact number is (877) 426-6006. Customer Support OnLine can provide you with your PSTC or your Administration Contact.
    Alternatively, you can contact you Passport Advantage eCustomer Care team at (800) 978-2246 (for United States customers), or one of the other numbers for customers outside the US at eCustomer Care. They can also provide you with your PSTC or your Administration Contact.
    Click for more information on this topic
    Once you know the PSTC or PC for your account, click the 'Yes' tab to proceed.

    Go to the IBM homepage at www.ibm.com. Now, click the 'Register' link at the top right corner and fill out the associated registration form. Go to the 'Yes' tab to proceed.

    You can find the APAR by searching for it using the search box at the top of any page on the IBM web site.
    To view the APAR you can 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 you IBM ID, you will be prompted to do so when you click the APAR title.
    Click for more information on this topic
    If you try to open an APAR and are prompted with a "Get Access" page, then you will need to have an entitled IBM ID. The following questions will help you in that case:

  • Do you have an IBM ID?

  • Tab navigation

  • Is your IBM ID entitled to use your company's Site Number at the IBM Support Portal?

  • Tab navigation

    Once you have an entitled IBM ID, you can find the APAR by searching for it using the search box at the top of any page on the IBM web site. To view the APAR you can click the title in the search result. You may be asked to login with you IBM ID and password at this point, if you have not already done so.
    Click for more information on this topic

  • Do you know the Primary Site Technical Contact (PSTC) or Primary Contact (PC) for your account?

  • Tab navigation

    If you are the PSTC or PC for your account, then you would already have the required access rights and you can simply go to the previous level's 'Yes' tab to proceed.
    If you are not the PSTC or PC for your account then:
    1) Ask the PSTC or PC for your account's IBM Customer Number (ICN) and Site Number.
    2) Go to the Support Portal nomination request page at My Agreements. Now login with you IBM ID and password.
    3) Enter the IBM Customer Number, select your Country/Region (based on the support contract), fill in the 'Justification' section and click the 'Request access' button.
    4) Let your account's PSTC or PC know of your request so that they can approve the request.
    5) Once your account is approved (entitled and linked to your Site Number), go to the previous level's 'Yes' tab to proceed.

    Go to the Customer Support OnLine link and select a country/language. Clicking the appropriate selection should provide you with a contact number. For US customers, the contact number is (877) 426-6006. Customer Support OnLine can provide you with your PSTC or your Administration Contact.
    Alternatively, you can contact you Passport Advantage eCustomer Care team at (800) 978-2246 (for United States customers), or one of the other numbers for customers outside the US at eCustomer Care. They can also provide you with your PSTC or your Administration Contact.
    Click for more information on this topic
    Once you know the PSTC or PC for your account, click the 'Yes' tab to proceed.

    Go to the IBM homepage at www.ibm.com. Now, click the 'Register' link at the top right corner and fill out the associated registration form. Go to the 'Yes' tab to proceed.

    This section is only applicable to customers using IBM ILOG products. Current ILOG Products do not require separate license information. Customers on older versions are strongly recommended to upgrade to the latest version. This allows you to take advantage of all new benefits, enhancements, and features, and avoid license management for ILOG products. That said if you are still looking for generic licenses for your older IBM ILOG products, then please answer the following questions:

  • Do you have an IBM ID?

  • Tab navigation

  • Is your IBM ID entitled to use your company's Site Number at the IBM Support Portal?

  • Tab navigation

    You will need to have an entitled IBM ID to be able to download generic license keys. Please note that these keys allow you to use the corresponding products right away and therefore donot require any formal license management, machine or operating system information. If you are using an older version of and IBM ILOG product that requires license keys, you can download them using the Site Replacement Keys website.
    Click for more information on this topic

  • Do you know the Primary Site Technical Contact (PSTC) or Primary Contact (PC) for your account?

  • Tab navigation

    If you are the PSTC or PC for your account, then you would already have the required access rights and you can simply go to the previous level's 'Yes' tab to proceed.
    If you are not the PSTC or PC for your account then:
    1) Ask the PSTC or PC for your account's IBM Customer Number (ICN) and Site Number.
    2) Go to the Support Portal nomination request page at My Agreements. Now login with you IBM ID and password.
    3) Enter the IBM Customer Number, select your Country/Region (based on the support contract), fill in the 'Justification' section and click the 'Request access' button.
    4) Let your account's PSTC or PC know of your request so that they can approve the request.
    5) Once your account is approved (entitled and linked to your Site Number), go to the previous level's 'Yes' tab to proceed.

    Go to the Customer Support OnLine link and select a country/language. Clicking the appropriate selection should provide you with a contact number. For US customers, the contact number is (877) 426-6006. Customer Support OnLine can provide you with your PSTC or your Administration Contact.
    Alternatively, you can contact you Passport Advantage eCustomer Care team at (800) 978-2246 (for United States customers), or one of the other numbers for customers outside the US at eCustomer Care. They can also provide you with your PSTC or your Administration Contact.
    Click for more information on this topic
    Once you know the PSTC or PC for your account, click the 'Yes' tab to proceed.

    Go to the IBM homepage at www.ibm.com. Now, click the 'Register' link at the top right corner and fill out the associated registration form. Go to the 'Yes' tab to proceed.

    If you are an IBM ILOG Optimization or Supply Chain Applications customer and are still having problems with account setup or have other questions, then please send them to opticare@us.ibm.com.

    Definitions of some commonly used IBM terms:
    * IBM Customer Number (ICN)
    Your IBM Customer Number (ICN) is a unique number that IBM assigns to your company or site at the time of your initial purchase. This number is unique by country. IBM uses you ICN to identify your company and support contract. Contact you Primary Contact (PC) to obtain the ICN for your organization. If you do not know your PSC, contact the IBM eCustomerCare Team. You must have your ICN to receive IBM Technical Support Services.
    * IBM Site ID
    The IBM Site ID defines a unique physical location within your company. You must have your Site ID to access your account for software downloads. The Site ID is referred to also as the Site Number, Account ID, or Account Number. The Site ID is nine digits in length.
    * Primary Contact
    Sometimes called the "Business Contact" or the "Sold-To Contact" or "Primary Site Contact", this person represents the main point of contact between the customer and IBM.
    * Primary Site Technical Contact
    Sometimes abbreviated as the PSTC, this person manages the relationship between the customer and IBM support. In particular, they can grant access to the tool for creating new service requests. They can also appoint other to control access by designating them as "Secondary Site Technical Contact" or "Secondary Contact".
    * Administration Contact
    Sometimes called the "Proof of Entitlement Contact", this person can grant access to site used to download products to other members in their group. They represent the primary contact for the IBM Software and Services On-line Tool.
    * Software Maintenance Media Shipping Contact
    If a product upgrade needs to be delivered by CD, it can go to a separate designated contact.
    * Software Maintenance Renewal Contact
    Some sites choose to designate a separate contact to handle Software Maintenance Renewals.
    * Billing Contact
    This person handles call billing communications between the customer and IBM.
    More on the definitions of IBM contacts can be found in the IBM Contacts Explained link.
    Explore and customize your support portal by visiting the Support homepage.

    Cross reference information
    Segment Product Component Platform Version Edition
    Commerce IBM ILOG AMPL Not Applicable
    Business Integration IBM ILOG AMPL with IBM ILOG CPLEX Desktop Edition Not Applicable
    Commerce IBM ILOG CP Not Applicable
    Commerce IBM ILOG Fab PowerOps Not Applicable
    Commerce IBM ILOG Inventory and Product Flow Analyst Not Applicable
    Commerce IBM ILOG License Manager Not Applicable
    Commerce IBM ILOG LogicNet Plus XE Not Applicable
    Commerce IBM ILOG LogicNet Plus XE Plus XE Not Applicable
    Commerce IBM Decision Optimization Center Not Applicable
    Commerce IBM ILOG OPL-CPLEX-ODM Not Applicable
    Business Integration IBM ILOG OPL-CPLEX Analyst Studio Not Applicable
    Business Integration IBM ILOG OPL-CPLEX Developer Edition Not Applicable
    Commerce IBM ILOG Plant PowerOps Not Applicable
    Commerce IBM ILOG Transport PowerOps Not Applicable
    Commerce IBM ILOG Transportation Analyst Not Applicable

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    Document information


    More support for:

    IBM ILOG CPLEX Optimization Studio

    Software version:

    12.2, 12.2.0.1, 12.3, 12.4

    Operating system(s):

    AIX, HP-UX, Linux, Mac OS X, Solaris, Windows

    Software edition:

    All Editions

    Reference #:

    1585648

    Modified date:

    2013-03-04

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