Problem Management Records (PMR) can no longer be submitted via the Client Feedback Module.

Answer

Due to changes in the IBM process for the creation of PMR's, you may no longer submit issues to IBM via the Client Feedback Module; sometimes referred to as the Generate Support Request utility.

As of October 1, 2014 IBM has required that all North American based IBM Customer Numbers (ICNs) be submitted using IBM Service Request: https://www.ibm.com/support/servicerequest/Home.action

As of January 15, 2015 IBM will be requiring that all European based IBM Customer Numbers (ICNs) be submitted using IBM Service Request: https://www.ibm.com/support/servicerequest/Home.action

As of March 1, 2015 IBM will be requiring that all Asia Pacific based IBM Customer Numbers (ICNs) be submitted using IBM Service Request: https://www.ibm.com/support/servicerequest/Home.action

If you would like to contact support by phone please refer to the following to find a number in your region: http://www.ibm.com/software/rational/support/contact.html


The Client Feedback Module is a utility available in a number of Rational products that captured the user operating system (OS) and product environment, provided a problem description, automatically sent the problem to IBM support and had a PMR created. It was typically accessed via the Help -> Generate Support Request option within the product.

The utility will not be removed from the products because many users will still utilize the utility and direct the problem report to an internal support colleague. Many companies employ a single individual to track and maintain all product related issues. To manage this, it is possible to modify the Client Feedback Module properties to change the email address that is employed by the utility.

If you want to send the problem to someone other than Rational Support, you can change the e-mail address. For example, you might want to send the email to your internal support person. You may also want to use this option to send an email to yourself to capture the information send it to yourself and enter into the Service Request portal.

Procedure:

1. In the Microsoft Windows Control Panel, double-click System.

2. Click the Advanced tab, and then click Environment Variables.

3. In the User Variables panel, click New.

4. In the Variable Name field, type RTL_RECIP, this is the variable that controls the address used by the problem report.

5. In the Variable Value field, type the email address that you want to use, and click OK three times.