The ESR (Electronic Service Request) tool is used to open, update and report on PMRs (Problem Management Records) online.
Use ESR if you:
- have a distributed software maintenance or services contract and want to report
an issue on one of the following IBM software products:
- Information Management
- Lotus
- Rational
- Tivoli
- Websphere
- are an IBM Business Partner and have an established customer ESR relationship.
- are a Premium support customer.
Use ESR to:
- Submit and manage Problem Management Records (PMRs) on demand: 24 hours a day, seven days a week, 365 days a year.
- Describe your software problem and environment in your own words.
- Monitor and update all open PMRs relative to a given IBM customer number regardless of whether the PMRs were opened by phone or by the ESR tool.
- Receive notification via email when an update has been made to your PMR.
- View closed PMRs.
- Create custom reports in spreadsheet format.
- Manage your ESR Authorized Caller/User lists (only available to Primary and Secondary Site Technical Contacts (STCs).
- Update your ESR profile, including your name, email, phone numbers, time zone, e-mail notification preferences, and the language for the e-mail notification.
- Attach files to your PMR.
Visit our ESR Site tours to be shown how to use the various ESR functions.
