IBM Support

Service Request: how to open a problem online with IBM Support

Education


Abstract

These videos demonstrate how to use IBM Service Request (or SR) to open a problem online with IBM Support.

Content

Use the IBM Service Request (SR) tool to create and manage all requests for technical product support.

Prerequisites
If you do not have an IBM Web ID, register for one before you register for access to SR. You need your IBM Customer Number (ICN). If you don't know your ICN, click here to find out how to get it.

You can find step-by-step instructions on how to register for SR by clicking here. With this registration, you can request access to your organization's support account and submit, manage, and update service requests via the IBM Support Portal. Requests submitted through SR results in the creation of a uniquely numbered Problem Management Report (PMR).



If your Site Technical Contact (STC) grants automatic approval for Basic access, then your request is complete and you see your customer number listed under "Existing access" at the bottom of the Support Registrations page. Otherwise, IBM sends an email to the STC and Administrators on the account that asks them to approve your request, which you see listed as "Pending" until approved. To find out who your STC is, contact eCustomer Care. After the STC approves your access, you can submit a service request.

Using SR
To open a problem online with IBM Support, refer to the following IBM Education Assistant modules:

Click here to learn how to open a Service Request for software issues.

Click here to learn how to open a Service Request for hardware issues.

Click here to learn how to write an effective Service Request.

If you have any questions about SR, refer to the SR FAQ or contact the SR Helpdesk.

IBM Education Assistant modules are short video presentations that are designed to help you gain a better understanding of IBM products and processes, and use them more effectively to meet your business needs.

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Document Information

Modified date:
27 April 2022

UID

swg27048150