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 * Support
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   * Fixes, updates & drivers - Fix Central
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   * Use Cases - IBM Redbooks
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 * Forums
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   * Open a case
   * View your cases
   * 
 * Monitoring
   * Hardware: Call Home Connect Cloud
   * Maintenance level comparison reports
   * 
 * Manage support account
   * Notifications
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   * Order status
   * Current contracts & customer numbers
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   * Product resources
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   * 

Open a case

Your action may be required. IBM will implement infrastructure improvements to
electronic fix distribution on June 4, 2022. IP and hostnames will change for
servers that support fix delivery. New connections are required. You must
configure your firewall and proxy server if you have a firewall in your network,
or if your machine uses a proxy server to access the internet. Please see
preparing firewalls and proxies.


WHAT'S NEW AT IBM SUPPORT?

 

MAY 2022
18 May 2022 
IBM Support Site registration
Follow these steps to register and gain access to the IBM Support site. You will
also learn how to request access to open cases for your IBM products.
Read more
02 May 2022 
Subscribing to and Managing Product Notifications

You can subscribe to your products and receive notifications when new
information about them becomes available. 

Read more
02 May 2022 
Managing Known Issues Subscriptions
You can subscribe to known issues and manage the notifications you receive when
more information becomes available.
Read more

--------------------------------------------------------------------------------

APR 2022
20 April 2022 
Instructional Video: Support Access
This video guides you through requesting Support Access on the IBM Support Site.
Read more
20 April 2022 
Instructional Video: Profile & Settings
This video will help you understand how to configure your profile and settings
information on the IBM Support Site.
Read more
15 April 2022 
How to Use Case Insights
You can use the Support site's Case Insights feature to view insights about the
top support categories your cases fall into to find other similar cases and
resources available for that support category.
Read more

--------------------------------------------------------------------------------

MAR 2022
18 March 2022 
Requesting Assistance with an Unresolved Issue
This document describes how to request assistance with an unresolved issue.
Read more
08 March 2022 
How to Update Your Profile and Settings
You can use the Support settings and profile page to change your basic account
information and other configuration options. 
Read more
08 March 2022 
Changing Your Case Notification Settings
It is very easy to change your case notification settings on the IBM Support
site.
 
Read more
08 March 2022 
World Language Support
The Support Site now supports translations to your preferred language.
Read more
08 March 2022 
Email Domain Management
Administrators can manage email domains for accounts, as well as block users
from accessing their accounts.
Read more
01 March 2022 
How to Filter and Sort Cases on the Cases Page
This document describes filtering and sorting your list of cases on the Support
Site's cases page. This revision includes information about the selecting
multiple products when filtering your cases.
Read more

--------------------------------------------------------------------------------

FEB 2022
24 February 2022 
Instructional Video: How to Open and Manage Support Cases

This video shows how you can open and manage support cases on the IBM Support
site.
Read more
22 February 2022 
How to Open a Support Case

This document describes how to open a case in the IBM Support site.
Read more

--------------------------------------------------------------------------------

JAN 2022
21 January 2022 
How to Escalate a Case
If you need additional help with a case, you can escalate the case through the
Support site. This document describes the steps to escalate your cases.
Read more

--------------------------------------------------------------------------------

DEC 2021
09 December 2021 
How do I download a CSV of my Support cases?
Account administrators can export a list of the support cases with their
accounts and download it as a CSV (comma-separated value) file, which is
readable by common spreadsheet applications.
Read more
01 December 2021 
IBM Support to end support for Internet Explorer 11 on December 14, 2021
Read more

--------------------------------------------------------------------------------

NOV 2021
16 November 2021 
Getting Started and IBM Support Quick Links
This document provides help instructions for new users as they start using the
IBM Support site.
Read more
02 November 2021 
You can escalate your cases if they need additional help. The following are the
steps to escalate a case.
Read more

--------------------------------------------------------------------------------

OCT 2021
27 October 2021 
Understanding Grouped Cases
This document describes the Support site's Grouped Cases feature.
Read more
27 October 2021 
Using the Case Details Page
This document describes how to use the Support site's Cases Details page.
Read more
21 October 2021 
Collaborate with your team by adding them to your cases.
It's easier than ever to add members of your team to your cases!
Read more
19 October 2021 
About IBM Support Work Orders
There are times when IBM needs to visit your site to give you the help you need
with your products and cases. This document describes work orders on the IBM
Support site.
Read more
14 October 2021 
Attaching Files to Cases
You can upload relevant files when you create or update cases. For example,
system logs or other diagnostic information that would be helpful to IBM
support.
Read more

--------------------------------------------------------------------------------

AUG 2021
17 August 2021 
Searching the IBM Support Site
This document describes searching the IBM Support site for support
documentation, known issues, and Support Forums content.
Read more

--------------------------------------------------------------------------------

JUN 2021
23 June 2021 
Note For United States and Canadian Clients Opening a Hardware Case or Ticket
IBM has replaced the Service Request tool with a new Support site. Bookmark
ibm.com/mysupport. This document covers important information you need when you
open a support case about on the Support site.
Read more
16 June 2021 
User Administration
The new Support Access feature provides an improved level of visibility into and
control over which accounts you have access to.
Read more

--------------------------------------------------------------------------------

MAR 2021
23 March 2021 
This document gives answers to some questions you might have about moving to
IBM's new Support site.
Read more
03 March 2021 
How to use the IBM Support Forums
Ask questions about IBM products and get answers from peers and IBM support
professionals.
Read more
03 March 2021 
How do I get support with my SPSS license?
This document describes how to get support with SPSS licenses.
Read more
03 March 2021 
Using the IBM VIP Rewards Program on the Support Forums
This document describes how to use the IBM VIP Rewards program to earn points
for asking and answering questions and interacting with the support community on
the IBM Support Forums.
Read more
03 March 2021 
How to Print or Download a PDF of a Case or Case History
Users can print details of their cases or case histories, or download them as a
PDF.
Read more
03 March 2021 
How to Update Your Cases
You can update your cases using e-mail, or through the Case Details page on the
IBM Support Site.
Read more
03 March 2021 
Administrator Management
The new user administration and management features will afford admin users a
new level of control over who does and does not have visibility to company
cases.
Read more

--------------------------------------------------------------------------------

JAN 2021
01 January 2021 
Consent Management

New Consent Management functionalities are designed to protect your privacy.
These functionalities will require you to provide your consent before any
personal information is collected and used by IBM. You will also need to give
consent to receive additional information about your case in email
notifications. Acknowledgement that email communications are not secured and
that they may contain sensitive information.

Read more

--------------------------------------------------------------------------------

DEC 2020
18 December 2020 
Instructional Video: Sorting and Filtering Your Support Cases
This video shows how you can sort and filter your list of cases on the IBM
Support site.
Read more

--------------------------------------------------------------------------------

JUL 2020
23 July 2020 
IBM Support Forums Frequently Asked Questions
This document answers some frequently asked questions users have asked about
IBM's Support Forums
Read more
23 July 2020 
Tagging Posts in the Support Forums
This document explains the how to add tags to the questions you ask in IBM's
Support Forums, and gives rules and guidelines for creating tags.
Read more

--------------------------------------------------------------------------------

NOV 2019
22 November 2019 
How to Export a List of Account Users CSV File
Account administrators can export a list of the registered support users
associated with their accounts and download it as a CSV (comma-separated value)
file, which is readable by common spreadsheet applications.
Read more

--------------------------------------------------------------------------------

JUL 2018
17 July 2018 
Uploading a File during Case Creation
This functionality enables you to upload files for the case which you are
creating. Learn how this new function works by following step by step
instructions!
Read more
05 July 2018 
Case Management Customization
The ability to customize your Case Management page will enable you to control
how cases are displayed so that you can view the information that is important
to you!
Read more

--------------------------------------------------------------------------------

JUN 2018
05 June 2018 
Case Email Notifications
Choose support email notification options – including whether you receive
detailed information about case updates, or just a link to the case (which is
the default).
 
Read more

--------------------------------------------------------------------------------

MAY 2018
08 May 2018 
"Case" is the new term that IBM Support is standardizing on to replace the
legacy terms we used to use, including: PMR, SR, Ticket, and PMH.
As part of IBM's efforts to transform and streamline Support for our clients,
and as we transition away from legacy tools and processes, we are updating and
standardizing the term we will be using to describe an issue that you open with
any of our IBM Support teams for assistance.
Read more

--------------------------------------------------------------------------------

APR 2018
26 April 2018 
Mapping of IBM Client Success Portal Service Offerings
Support for Service Offerings previously offered via the IBM Client Success
Portal have migrated to IBM's new Support Community.
Read more

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