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
ESR has been 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.
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