ESR / SR assistance topics
- Accessing - Instructions on how to gain access to the ESR / SR tool.
- Using - Step-by-step instructions on using the ESR / SR tool.
- FAQ - Answers regarding IBM problem submission processes.
- Glossary - Terms frequently used in ESR / SR and technical support.
- Contact us - Phone and e-mail contact information for ESR / SR issues.
ESR / SR overview
The ESR / SR (Electronic Service Request) tool is used to open, update and report on PMRs (Problem Management Records) online.
Use ESR / SR 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 / SR relationship.
- are a Premium support customer.
Use ESR / SR 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 / SR 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 / SR Authorized Caller/User lists (only available to Primary and Secondary Site Technical Contacts (STCs).
- Update your ESR / SR 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 / SR Site tours to be shown how to use the various ESR / SR functions.
