This document lists some common questions that IBM Software Support customers might have when using the Electronic Service Request (ESR) problem submission tool.
Accessing ESR
Q: How do I reset my password for ESR?
A: You use your IBM ID and password to gain access to ESR. Refer to the information provided under Registration.
Q: How do I sign out?
A: It is not necessary to explicitly sign out of most parts of the IBM Software Support Web site, including ESR. Simply close your browser when you are finished accessing the site. If you signed in to the "My Support" section of the site, then you should use the "Sign out" link on the "My Support" page to end your session.
Q: I am on an approved list and can access only certain areas of the IBM IBM Software Support Web site. Why am I unable to access ESR?
A: You may be on a list of users who can download software on IBM Passport Advantage Online; however, this list is different from the list of Authorized Callers/Users who can use ESR. Contact your Primary Site Technical Contact (PSTC) or Secondary Site Technical Contact (SSTC) and request to be added as an Authorized Caller/User to access ESR, or complete the Caller Self-Nomination form. You can access this form by attempting to log in to ESR. After you complete and submit this form, an e-mail message is sent to your PSTC, who can then decide to approve or deny your request. If you need help determining the name of your PSTC, you can contact the ESR Help Desk for further assistance.
Q: I am registered with IBM, but still cannot access ESR? What can I do?
A: You may not be listed as an Authorized Caller/User to access ESR. Contact your Primary Site Technical Contact (PSTC) or Secondary Site Technical Contact (SSTC) and request to be added as an Authorized Caller/User to access ESR, or complete the Caller Self-Nomination form. You can access this form by attempting to log in to ESR. After you complete and submit this form, an e-mail message is sent to your PSTC, who can then decide to approve or deny your request. If you need help determining the name of your PSTC, you can use the Customer assistance form to contact the IBM help desk for assistance.
A: You use your IBM ID and password to gain access to ESR. Refer to the information provided under Registration.
Q: How do I sign out?
A: It is not necessary to explicitly sign out of most parts of the IBM Software Support Web site, including ESR. Simply close your browser when you are finished accessing the site. If you signed in to the "My Support" section of the site, then you should use the "Sign out" link on the "My Support" page to end your session.
Q: I am on an approved list and can access only certain areas of the IBM IBM Software Support Web site. Why am I unable to access ESR?
A: You may be on a list of users who can download software on IBM Passport Advantage Online; however, this list is different from the list of Authorized Callers/Users who can use ESR. Contact your Primary Site Technical Contact (PSTC) or Secondary Site Technical Contact (SSTC) and request to be added as an Authorized Caller/User to access ESR, or complete the Caller Self-Nomination form. You can access this form by attempting to log in to ESR. After you complete and submit this form, an e-mail message is sent to your PSTC, who can then decide to approve or deny your request. If you need help determining the name of your PSTC, you can contact the ESR Help Desk for further assistance.
Q: I am registered with IBM, but still cannot access ESR? What can I do?
A: You may not be listed as an Authorized Caller/User to access ESR. Contact your Primary Site Technical Contact (PSTC) or Secondary Site Technical Contact (SSTC) and request to be added as an Authorized Caller/User to access ESR, or complete the Caller Self-Nomination form. You can access this form by attempting to log in to ESR. After you complete and submit this form, an e-mail message is sent to your PSTC, who can then decide to approve or deny your request. If you need help determining the name of your PSTC, you can use the Customer assistance form to contact the IBM help desk for assistance.
Closed PMRs
Q: How long can I view closed PMRs in ESR?
A: You can view PMRs:
Q: How do I search for closed PMRs in ESR?
A: To search for closed PMRs, refer to the Searching problem reports under the ESR Help "How to use" tab.
Q: How do I run a report on closed PMRs?
A: To run a report on closed PMRs, refer to the Running a PMR report under the ESR Help "How to use" tab.
A: You can view PMRs:
- For 28 days after the close date if the PMR was created and updated via phone.
- Since the summer of 2004 if the PMR was created and/or updated via ESR. Note: If the PMR was created via phone and updated via ESR, you will be able to see PMRs that were closed since the summer of 2004.
Q: How do I search for closed PMRs in ESR?
A: To search for closed PMRs, refer to the Searching problem reports under the ESR Help "How to use" tab.
Q: How do I run a report on closed PMRs?
A: To run a report on closed PMRs, refer to the Running a PMR report under the ESR Help "How to use" tab.
Continuation PMR
Q: How do I search and view my Continuation PMR?
A: To search for your Continuation PMRs and view them in the "My reports recently submitted online" section of the ESR home page, follow these steps:
A: To search for your Continuation PMRs and view them in the "My reports recently submitted online" section of the ESR home page, follow these steps:
- Sign in to ESR using your IBM ID and password to be taken to the ESR home page.
- On the ESR home page, enter the new PMR number into the "Enter a report number" field under "Find any problem report/Search by report number".
- Click "Go".
- Update the PMR.
- Click "Submit".
- Select Electronic Service Request from the left side of the page to be taken to the ESR home page.
- The Continuation PMR will be displayed under "My reports recently submitted online".
E-mail notifications for ESR
Q: How do I receive an e-mail notification when a Problem Management Record (PMR) is updated by an IBM representative?
A: You must have created the PMR or updated it at least once using ESR. Also, you must have checked the appropriate PMR notification preferences boxes in your ESR profile. To update your PMR notification preferences, log in to ESR and select My profile for Electronic Service Request located at the left of the ESR page and update your profile accordingly. You can contact the ESR Help Desk for further assistance.
Q: How do I stop receiving email notifications when a PMR is updated by an IBM representative?
A: If you do not wish to receive e-mail notifications when your PMR is updated by an IBM representative, log in to ESR and update your e-mail notification preferences by selecting My profile for Electronic Service Request located at the left of the ESR page and updating your profile accordingly. You can contact the ESR Help Desk for further assistance.
Q: How do I receive an email in my native language?
A: ESR's outbound e-mail text can be sent in English (default), Japanese, Spanish, Simplified Chinese, German, Italian, French, Korean or Brazilian Portuguese.
To receive ESR's outbound e-mails in one of the languages listed above, in Managing My profile for ESR, select your preferred language in the "Language" field then press Submit to save your changes.
A: You must have created the PMR or updated it at least once using ESR. Also, you must have checked the appropriate PMR notification preferences boxes in your ESR profile. To update your PMR notification preferences, log in to ESR and select My profile for Electronic Service Request located at the left of the ESR page and update your profile accordingly. You can contact the ESR Help Desk for further assistance.
Q: How do I stop receiving email notifications when a PMR is updated by an IBM representative?
A: If you do not wish to receive e-mail notifications when your PMR is updated by an IBM representative, log in to ESR and update your e-mail notification preferences by selecting My profile for Electronic Service Request located at the left of the ESR page and updating your profile accordingly. You can contact the ESR Help Desk for further assistance.
Q: How do I receive an email in my native language?
A: ESR's outbound e-mail text can be sent in English (default), Japanese, Spanish, Simplified Chinese, German, Italian, French, Korean or Brazilian Portuguese.
To receive ESR's outbound e-mails in one of the languages listed above, in Managing My profile for ESR, select your preferred language in the "Language" field then press Submit to save your changes.
IBM tools and Web sites
Q: What are the differences between the Electronic Service Request (ESR) tool, the IBM Software Support Web site, and IBM Passport Advantage Online?
A:
Electronic Service Request (ESR) tool
Assistance
If you are experiencing problems with this tool, please contact the ESR Help Desk for further assistance.
IBM Software Support Web site
Assistance
If you are experiencing problems with this tool, please contact the ESR Help Desk for further assistance.
IBM Passport Advantage Online
Assistance
If you have questions about this Web site, please contact IBM Passport Advantage Online e-Customer Care in your region:
A:
Electronic Service Request (ESR) tool
- 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 up to 28 days after they are closed.
- Create custom reports in spreadsheet format.
- Manage your ESR Authorized Caller/User lists (only available to Primary Site Technical Contacts (PSTCs) and Secondary Site Technical Contacts (SSTCs).
- 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.
Assistance
If you are experiencing problems with this tool, please contact the ESR Help Desk for further assistance.
IBM Software Support Web site
- Download fixes and FixPaks
- Access documentation
- Request e-mail updates
- Access Electronic Service Request (ESR)
Assistance
If you are experiencing problems with this tool, please contact the ESR Help Desk for further assistance.
IBM Passport Advantage Online
- Access electronic downloads for software products with active maintenance
- Purchase software maintenance renewals
- View product catalogs
- Register for e-Notifications
- Access contact updates
- Request Proof of Entitlement (POE) documentation
- View customer statements
Assistance
If you have questions about this Web site, please contact IBM Passport Advantage Online e-Customer Care in your region:
- United States: paonline@us.ibm.com or call 1-800-978-2246
- Europe, Middle East, and Africa (EMEA): Passport_Login@Lotus.com
- Asia/Pacific (AP): Passport_Advantage@Lotus.com or call 65-4464996 Related information ESR sign in ESR assistance Rational assistance Site Tours
Languages for user interface
Q: Can I view ESR in my native language?
A: ESR's user interface (UI) text can be presented in English (default), Japanese, Spanish, Simplified Chinese, German, Italian, French, Korean or Brazilian Portuguese.
To view ESR's interface in one of the languages listed above, change your browser settings to your preferred language. Refer to your browser's help section to learn how to change this setting.
ESR provides local language support for problem submission in designated languages to the extent those languages are supported for voice access.
A: ESR's user interface (UI) text can be presented in English (default), Japanese, Spanish, Simplified Chinese, German, Italian, French, Korean or Brazilian Portuguese.
To view ESR's interface in one of the languages listed above, change your browser settings to your preferred language. Refer to your browser's help section to learn how to change this setting.
ESR provides local language support for problem submission in designated languages to the extent those languages are supported for voice access.
Registration
Q: How do I register?
A: To register for your IBM ID, follow these steps:
Q: I have forgotten my IBM Software Support Web site password. What should I do?
A: If you have forgotten your IBM password, follow these steps:
Q: Can I register multiple times? (I am an Authorized Caller/User in ESR)
A: No. Registering multiple times will lock you out of the system and prevent you from using ESR. If you register multiple times and are locked out of the system, contact the ESR Help Desk to remove your multiple registrations.
Q: Can I delete my registration?
A: To delete your registration information, contact the ESR Help Desk to request that your registration be deleted.
A: To register for your IBM ID, follow these steps:
- Go to the IBM Software Support Web site.
- Select "Register" located at the top right corner of the page.
- Enter the required information on the "My IBM registration" page. Note: Enter a valid e-mail address for your IBM ID.
- Select "Continue".
- Enter the required information.
- Select "Submit"
Q: I have forgotten my IBM Software Support Web site password. What should I do?
A: If you have forgotten your IBM password, follow these steps:
- Go to the IBM Software Support Web site.
- Select "Sign in" located at the top right corner of the page.
- Select "Forgotten user id or password".
- Enter your IBM ID.
- Select "Continue".
- Enter the required information on the "Forgot your password" page.
- Select "Submit" Important: Do not re-register if you forget your password. Re-registering will lock you out of ESR and you will have to contact the ESR Help Desk to reset your ESR registration record.
Q: Can I register multiple times? (I am an Authorized Caller/User in ESR)
A: No. Registering multiple times will lock you out of the system and prevent you from using ESR. If you register multiple times and are locked out of the system, contact the ESR Help Desk to remove your multiple registrations.
Q: Can I delete my registration?
A: To delete your registration information, contact the ESR Help Desk to request that your registration be deleted.
Updating your information
Q: Where do I update my information to allow access to different ibm.com Web sites?
A: There are several areas where your information must be updated in order to access different ibm.com Web sites:
Electronic Service Request (ESR) Update ESR access information or manage ESR settings. Updates made here are not reflected outside of ESR. To update your ESR information:
IBM Passport Advantage Online Update the contact information in IBM Passport Advantage Online to allow access to this site. Updates made here are not reflected outside of IBM Passport Advantage Online with the exception of the Primary Site Technical Contact, which will be reflected in ESR. To make changes here:
A: There are several areas where your information must be updated in order to access different ibm.com Web sites:
Electronic Service Request (ESR) Update ESR access information or manage ESR settings. Updates made here are not reflected outside of ESR. To update your ESR information:
- Go to the IBM Software Support Web site.
- Click the Report problems tab.
- Click ESR.
- Enter your IBM ID and password; if you have already accessed a secure IBM Web site during your current browser session, you will be taken directly to the ESR home page without being prompted for your IBM ID and password
- Select one of the following links from the left of the page:
- Site technical contact administration: The PSTC and the SSTCs can add, inactivate or terminate Authorized Callers/Users to ESR to submit and track Problem Management Records (PMRs).
- My profile for Electronic Service Request: Each ESR Authorized Caller/User can update their name, phone numbers, e-mail address and notification preferences when their PMR or Authorized Caller/User records are updated. They can also remove products and components from their primary list.
IBM Passport Advantage Online Update the contact information in IBM Passport Advantage Online to allow access to this site. Updates made here are not reflected outside of IBM Passport Advantage Online with the exception of the Primary Site Technical Contact, which will be reflected in ESR. To make changes here:
- Go to IBM Passport Advantage
- Click Customer site
- Sign in using your IBM ID
- Click Manage your Account
- Click Manage Access IBM Registration Update information in IBM Registration to enable access to ibm.com secure sites. Updates made here are not reflected outside of IBM Registration.
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