Welcome to IBM Support

Transcription

1 Welcome to IBM Support Effective May 4, 2009: On-line assisted support: Cognos Insight is moving to IBM s Service Request (SR) tool. The SR tool is used to open, update, manage and report on SRs on-line. Telephone (voice) support: IBM Cognos Support phone numbers will change to the incountry IBM Support telephone numbers.

2 Copy of this presentation is available

3 Introduction to IBM's Support Service Request Management System Anna Lynch, Program Director, Knowledge Management & Support Services 3

4 Agenda What s Changing on May 4 IBM On-line Assisted Support Registration Process Creating an IBM Web ID Associating your web ID with your ICN Your IBM ICN Managing Contacts Including definition of roles Describe SR Home Page Log New SR Managing Your SR SR Help Resources IBM Phone Support Required Action Prior to May 4

5 IBM registration process Creating an IBM Web ID allows you access to most IBM online support assets 1. Create IBM Web ID 2. Complete form

6 Create your IBM Web ID NOW! Step 1: Start registration process through Step 2 : Enter your IBM ID, password and security fields We recommend: Using your existing Cognos log-in address as your IBM ID, as this will help to avoid future issues with product downloads Note: You will be prompted to associate your IBM Customer Number (ICN) to your IBM ID once you start using the Service Request Tool Step 3: Save IBM ID information

7 Set up your online profile Create your own unique experience

8 Your IBM Customer Numbers (ICN) Cognos Customer Numbers will be replaced by ICNs Mapping can be a one to many (1:M) due to your entitlements If you don't know Your ICN(s) Who your primary technical contact is Or have problems with your entitlements Contact IBM ecustomer care ibm.com/software/howtobuy/passportadvanta ge/paocustomer/docs/en_us/ecare.html

9 IBM Customer Contact Definitions Primary Site Technical Contact (PSTC): A customer representative assigned to provide their companies contacts access the Service Request (SR) tool. One PSTC per site Secondary Site Technical Contact (SSTC): A customer representative assigned to assist the Primary Site Technical Contact (PSTC) in managing their list of Authorized Callers/Users to the SR Authorized Caller/User: A customer representative, designated by the Primary Site Technical Contact (PSTC) or a Secondary Site Technical Contact (SSTC), able to open Service Requests (SRs) and view all SRs for that Site or contract Note: links within message to descriptions of contacts

10 Primary Site Technical Contact (PSTC): Authorized to: Add Secondary STCs (SSTCs) and Authorized Callers/Users and Authorized Readers Change the caller type for SSTCs and Authorized Callers/Users Change the status for SSTCs, Authorized Caller/Users and Authorized Readers. Status Options Status Definition Active allows the user to view existing Service Requests (SRs) and submit new ones Inactive Terminated allows the Authorized Caller/User to view existing SRs only; cannot submit new SRs. Can be reactivated revokes the user's access to SR Open SRs and view all SRs for that Site

11 Secondary Site Technical Contact (SSTC): Authorized to: Add Authorized Callers/Users and Authorized Readers, but cannot add other SSTCs Change the status for Authorized Caller/Users and Authorized Readers. Status Options Status Active Definition allows the user to view existing Service Requests (SRs) and submit new ones Inactive Terminated allows the Authorized Caller/User to view existing SRs only; cannot submit new SRs. Can be reactivated revokes the user's access to SR Open SRs and view all SRs for that Site

12 Caller Self Nomination Definition A Service Request (SR) form to be completed by a proposed customer contact requesting to be added as an Authorized Caller/User to an account. Process Once the form is completed and submitted, an is sent to the Primary Site Technical Contact (PSTC) The PSTC decides to approve or deny the request.

13 Service Request Tool (SR)

14 Log into Service Request Tool

15 Access the Service Request Tool Note you can get to SR Help from this page too

16 Login 1.Log onto IBM Service request using your IBM Web ID and password 2.Once access granted you ll have an opportunity to associate your ICN with your profile to authenticate entitled accesses. 3.Page confirmation: Left navigation displays: IBM service request Open a new service request Search service requests Relationship administration My profile My messages Help

17 Request relationship to ICN service request account

18 Open a new service request 1. Log in into IBM Service request using IBM user ID 2. Select Open a new service request 3. Select product from list or search from Entire IBM product catalog 4. Select Continue

19 Confirm contact information 1. Complete contact information page is displayed 2. Confirm user information is correct 3. Select Continue to submit SR

20 Search service requests To see SR details, select the SR number

21 Search service requests - Results

22 Relationship administration

23 My profile

24 My messages

25 SR Help Resources Tours Available How to use IBM Service Request Tool This tour will introduce you to all of the features of the Software Support Web site My Notifications This tour will guide you through the process of personalizing your software support experience Tour for Authorized Callers Tour for Technical contacts How to register for SR Tour

26 Insight Service Requests as of May 4 All ACTIVE Cognos Insight Service Requests will be converted to new IBM Service Requests Associated with the new IBM Customer Numbers (ICNs) for each customer or partner BEFORE MAY 1 st Export all your existing Cognos Insight Service Request information.

27 Cognos Insight Service Requests Before May 1 Use the Query and Export function within My Company Service Requests

28 Cognos Insight Service Requests Before May 1 Query Advance Query

29 Cognos Insight Service Requests Before May 1 Export Export Criteria

30 Cognos Insight Service Requests Before May 1 Saved to Spreadsheet format

31 Agenda What s Changing on May 4 IBM On-line Assisted Support Registration Process Creating an IBM Web ID Associating your web ID with your ICN Your IBM ICN Managing Contacts Including definition of roles Describe SR Home Page Log New SR Managing Your SR SR Help Resources IBM Phone Support Required Action Prior to May 4

32 IBM Telephone Support IBM Support phone numbers are available at: Have the following information available when calling: Note: 1. IBM Customer Number (ICN) 2. Company name 3. Caller name and phone number 4. Name and version/release of the software needing support and name and version/release/modification of the platform/operating system 1. Use telephone support if having any difficulties with on-line SR tool 2. Telephone support access does NOT require web registration or access to SR

33 PlanetWide As of May 4 use these numbers Not these numbers

34 Agenda What s Changing on May 4 IBM On-line Assisted Support Registration Process Creating an IBM Web ID Associating your web ID with your ICN Managing Contacts Including definition of roles Describe SR Home Page Log New SR Managing Your SR SR Help Resources IBM Phone Support Required Action Prior to May 4

35 REQUIRED ACTION: Be Prepared for May 4 For IBM Primary Site Technical Contact Create your IBM web ID Setup your contacts Share your company s ICN(s) with all your support eligible contacts Note: There is only 1 named IBM Primary STC per ICN From the Welcome to SR notification, click on the URL provided to perform these actions If the URL has expired, go to and submit an SR help desk contact form for assistance

36 REQUIRED ACTION: Be Prepared for May 4 For Cognos Insight Primary or Secondary Technical Contact Create your IBM web ID Reach out to your company s Primary Technical Contact to 1. ensure you are set up as a contact (as required) and 2. request your company s ICN(s) For Cognos Insight Web Contact Create your IBM web ID Continue to utilize all migrated web content available at

37 Answers! Q: Where do we locate our ICN(s)? A: The PSTC will have received each ICN in a Proof of Entitlement . If they don t have it, please contact IBM ecustomer care WW link: ibm.com/software/howtobuy/passportadvantage/paocustomer/docs/ en_us/ecare.html Q: Is the Cognos Knowledge Base still available and searchable? A: All knowledge content is now available via search on or the link at

38 Answers! Q: Will Insight Users be automatically transferred to an IBM Web ID A: No, all existing Insight users are required to create their own IBM Web ID Q: Will Cognos Insight Secondary Contacts be automatically migrated to the IBM system? A: No the IBM Primary STC is responsible for managing all contacts. The Secondary contact should create an IBM Web ID and then request authorization. The IBM PSTC would authorize this contact s request.

39 Answers! Q: Will all active Insight Service Requests be transferred to IBM? A: Yes, all active Cognos Insight Service Requests will be converted to new IBM Service Requests associated with the new IBM Customer Numbers (ICNs) for each customer or partner. Q: Will a company's existing Insight service request history be transferred to IBM Service Request? A: No customers are encouraged to export all existing Insight Service Request information before May 1.

40 Answers! Q: How was the IBM Primary Site Technical Contact assigned? A: The PSTC is assigned when the ICN is created. It was assigned as one of the Cognos Insight Primary Technical Contacts for each ICN. Q: Can the IBM Primary Site Technical Contact be reassigned? A: Yes, the SR Help Desk can help you manage this request. To update or change your PSTC, please send an to: North America: Europe, Middle East, Africa: Asia Pacific: Japan:

41 URLs in the presentation: Copy of this presentation available at ICN or PSTC information from WW link: ibm.com/software/howtobuy/passportadvantage/paocustomer/do cs/en_us/ecare.html IBM Registration Process Log into Service Request tool SR Tool Help Tours ibm.com/support/electronic/portal/navpage?category=13 Export Cognos Insight history New Cognos Support phone numbers PSTC expired url

42 Additional Resources: All transitional resources available including: Introduction to IBM.com webinar Guided Tour of Cognos on IBM.com webinar Various informational articles Podcasts Bookmark Resource Sheet Urls to bookmark