ESR assistance topics
- Accessing - Instructions on how to gain access to the ESR tool.
- Using - Step-by-step instructions on using the ESR tool.
- FAQ - Answers regarding IBM problem submission processes.
- Glossary - Terms frequently used in ESR and technical support.
- Contact us - Phone and e-mail contact information for ESR issues.
ESR overview
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.
