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IBM Electronic Service Request (ESR)

On IBM.com: Electronic Service Request (ESR)  |  Electronic Service Request help  |  ESR enhancements - December 2005


What is IBM Electronic Service Request (ESR)?

IBM® Electronic Service Request (ESR) is the electronic problem submission tool to be used by IBM software customers who have an active support contract. Use ESR to create Problem Management Records (PMRs) to report issues you are having while installing or using IBM software. After submitting the PMR, an IBM representative will review it, then work with the you to resolve the issues.

With ESR, you can:

  • 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.
  • Attach files to your PMR.
  • 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 e-mail when an update has been made to your PMR.
  • View closed PMRs.
  • Create custom reports in spreadsheet format and download them.
  • 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, e-mail, phone numbers, time zone, e-mail notification preferences, and the language for the e-mail notification.

Electronic Service Request (ESR) problem submission tool has been enhanced

On December 10, 2005, ESR was enhanced to streamline the Site Technical Contact's (STC) administration of IBM Business Partners (BPs). This makes it easier for STCs to authorize BPS to manage PMRs in ESR, and assist them in resolving their software issue. In addition, a new user type has been added.

Following are the details of the enhancements:

  • Business Partner Integration - The new, streamlined STC administration functionality allows the STCs to:
    • Easily manage BP access to specified contract(s) by using ESR's new BP Administration functionality.
    • Grant a BP access, by location, to create one or unlimited PMRs for specified contract(s).

Take the STC tour to see how to manage your Authorized Caller/User and Business Partner lists.

Business Partners can now:

  • Create, submit and manage PMRs on customer's behalf if they have a valid PartnerWorld ID and have an established relationship with the customer via the STC.
  • Create draft PMRs prior to establishing a relationship with a customer. PMR cannot be submitted until relationship is established.
  • Request a customer relationship to assist with problem management. STC will approve or deny this request.

Take the Business Partner tour to see the new BP functionality.

The STC or BP can cancel the agreement for shared PMR management at any time.

Emails will be sent to applicable parties upon specific action taken by the STCs or BPS

Independent Software Vendors (ISVs), which is a particular type of BP, can:

  • view and update PMRs if they have a valid PartnerWorld ID and a PW Contact Services representative created the PMR(s) for the ISV.
  • Look and feel updates - The ESR web pages have been updated to be consistent with the ibm.com site. The existing features function the same as they did prior to this release.

  • Authorized Reader - This new user type allows read-only permission to all PMRs for specified contract(s).

    To learn more about ESR, visit ESR Help.

    Please continue to send us your suggestions and comments by using our Support feedback form.



IMPORTANT:
The browsers listed below support ESR. In addition, JavaScript must be enabled in the browser and the browser must be set to accept cookies.
  • Netscape 7 and above
  • Mozilla 1.4 and above
  • Internet Explorer 6 and above

Anyone using a lower level version of the browsers has limited functionality. If you are using an earlier or unknown browser/version, after you sign in, you will be taken to a previous version of ESR that will allow you to create and update PMRs, as well as run reports. Updating to a supported browser will allow you to use the latest version of ESR that has many new and enhanced features.

Electronic Service Request demos & presentations on CD

This file requires Adobe Reader. Electronic Service Request customer introduction
This file requires Adobe Reader. ESR quick reference guide


Note: Adobe® Reader® is required to view these presentations.

CD Publication Date: June 2006
© Copyright IBM Corporation 2006