Steps to Access ESR Tool

Transcription

1 Steps to Access ESR Tool 1. Register on the software support site ( - Only register once - Use address for IBM ID 2. Be added to an authorized caller list by a Site Technical Contact After Primary - STC or Secondary - STC adds authorized caller, welcome is sent to caller

2 Access the ESR Tool ibm.com/software/support Click on the Submit/track problems tab.

3 ESR Access from Product Page

4 ESR Sign-in Screen

5 ESR Caller self-nomination form

6 ESR Welcome Page (new user)

7 ESR Welcome Page (experienced user) Click on the PMR number to access this PMR.

8 ESR Welcome Page (experienced user) These unfinished PMRs are available for 5 days Click on the PMR number to update that PMR.

9 ESR Welcome Page (new user) To open a new PMR, click on the Open a new PMR link here or in the left navigation area. Review your profile. Verify contact info and select PMR notification preferences. To get to a complete list of PMRs under a given IBM customer number, locate the number here and Press the Go button.

10 Profile Page Choose your preferences here.

11 Profile Page Indicate here when you want to be notified regarding PMR activity. Click on this link to build your primary list. This list can be developed outside of the PMR creation process.

12 Open a New Problem (new user) Initially these lists are empty until you build them. Look for your contract info and IBM customer number here, select it and click the Go button.

13 Open a New Problem (Select Product) Choose a product from this list and click the Continue button.

14 Open a New Problem (Select Component) Choose a component from the list. Check this box to add another product/component to your primary list. Then click the Continue button.

15 Open a New Problem (Contact Information Tab) The owner of this address does not get notified of PMR changes unless the appropriate radio button is selected. This person does get notified about PMR changes assuming she has no overrides in her profile.

16 Open a New Problem (Problem Description Tab) Provide sufficient details in all pertinent fields.

17 Open a New Problem (Problem Description Tab) Attach log files or any docs that will assist IBM Support in resolving the issue. Clicking on Save as unfinished will save this record as a draft for 5 days Clicking on Submit generates a PMR number and transfers this PMR into the IBM problem mgmt system.

18 Updating Existing Problems These unfinished PMRs are available for 5 days Click on the PMR number to update that PMR.

19 Create Reports/Spreadsheets Click All PMRs submitted online to access the superset of PMRs or to create customized spreadsheets

20 Search Problem Reports Choose filtering options, then click on Update list below to revise your PMR data table

21 Customizing PMR Details

22 STC Administration This view is available only to Site Technical Contacts

23 STC Administration Primary and Secondary STCs can take action on self-nominations

24 STC Administration Site Technical Contacts can access caller lists and can add new callers

25 If you are a primary site technical contact - PSTC Use the welcome you should have received to access the ESR tool for the first time. Follow the link in this to streamline the registration process. No welcome ? Send a note to esrhelpdesk@us.ibm.com and request that another welcome be sent you to. Note: Link in welcome expires after 10 days. Also, if you are directed to the selfnomination form, contact the ESR help desk at the address above.

26 Help Information in ESR Click this Help button to display a popup window with help text specific to where you are in the tool This ESR help is more general (how-to info, glossary of terms, etc.)

27 Online Tours Online tours are short tutorials that explain how to use the ESR tool: ibm.com/software/support/sitetours.html Overview of the ESR tool Open a new Problem Management Record Manage and search Problem Management Records

28 Contacting IBM Problems with the ESR tool? Contact: ESR tool help info at ibm.com/software/support/help Send to Select a number to call from this site (ibm.com/software/support/help-contactus.html) Note: Be sure to include your IBM customer number as well as your company name to expedite your request.

29 Customize Your IBM Software Support Toolbar

30 IBM Software Support Toolbar Options

31 IBM Software Support Toolbar- Search

32 IBM Software Support Toolbar- All Support

33 IBM Software Support Toolbar- Support Tools

34 IBM Software Support Toolbar- Tivoli

35 Assist On-Site (AOS) - Security How is security maintained? At the beginning of a screen-sharing session, you and your support representative are connected via a communication server. The screen data that is passed between you and your support representative during a session is highly compressed using proprietary technology that can be viewed only with Assist On-site software. This data is also encrypted using 128-bit Advanced Encryption Standard (AES) encryption. Privacy principles are TRUSTe compliant. After the session has ended, your support representative can no longer see your screen or access your computer unless you make another explicit request for support.

36 Enter customer name, Customer number, PMR number, and Connection code. Agree to terms to begin download. IBM Assist On-site access form

37 Assist On-site browser plugin download. Click on open or run to download the ibmaos.exe so that it will run in virtual memory on a Windows machine. This will not be installed on the machine and customer does not need to uninstall it later.

38 Assist On-site access options Review event viewer to access log file of actions during session (provided you selected this option) Client has 40 seconds to select level of access or refuse access.

39 IBM Assist On-site (AOS) icon AOS icon At the bottom of your icon tray, you will see a flashing red/green AOS icon. Red circle with exclamation point is the AOS icon Right click on this icon to: Terminate session Chat Change access levels If file has been FTP d, you can open the FTP directory to view file.

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