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IBM Rational eSupport

On IBM.com: Rational eSupport  |  Rational support site guide  |  Rational product support page A-Z listing  |  Rational support site tours  |  Software site updates


What is IBM Rational eSupport?

IBM® and Rational® software have made significant investments in our Web support tools, which will help dramatically reduce the time that your staff spends on software support tasks. We have an extensive range of technical documents, manuals, news flashes and more at your fingertips.

For example, you can:

  • Search extensive product knowledge bases
  • Download software fixes and patches
  • Submit and track problem reports online
  • Personalize your support experience using the My Support portal and RSS feeds
  • Translate support information into your language
  • Find links to other areas of interest

This is truly your one-stop shop for your software support needs! Take advantage of the IBM Rational eSupport web sites today by visiting ibm.com/software/rational/support/.


Organized for your convenience
This content is a viewlet movie.Highlights of our design changes

The IBM Software Support Web sites are organized in three levels, each with full Web support functions. Depending on your needs, you may go to:

Plus the IBM & Rational eSupport teams have built additional pages to help you achieve your self-help support tasks:
Rational Site guide - this is Rational support's "one place for support". Here we link to and explain all the various support content offerings and services we provide our customers.
  Support by product - this page contains a complete alphabetical listing of all supported IBM software products.
Rational Licensing - here you will find details on the new IBM Rational license key fulfillment service. IBM registration required
Rational downloads and upgrades - on this page, customers are able to select their product from a table of all available downloads, upgrades and fixes. Note: current full-product downloads & upgrades may be found on Passport Advantage Online. IBM registration required
Rational documentation - this page contains links to current versions of Rational product documentation housed in the IBM Publication Center, plus links to legacy documentation such as Online manuals, install guides & additional documentation for previous Rational software product releases.
Rational Premium Support - this page contains an overview of the Premium Support Services. Premium Support provides your company with a custom, personalized approach to technical support through a dedicated Senior Technical Support Engineer who will serve as your single point of contact into technical support for all IBM Rational software products.
Rational Beta programs - this area provides full details on what the IBM Rational Beta programs are and how to participate in this very important testing process.
Rational Contact support - this page contains complete web, phone and fax contact information for all Rational support offices.

(These above links are also available from the Rational software support homepage.)


Search to solve problems
This content is a viewlet movie.Using our new Search knowledge base page

The Software Support Web sites provide search capabilities that include a wide range of resources. For example, you can find documents to help you solve installation, setup and operational problems—or learn about IBM software products through product documentation.

There are many ways to search the Rational support areas of IBM.Com:

  • Brand-level:
  • Product-level:
    • Navigate to the product support page of the Rational software product you are interesting in and either search or navigate to the self-help information just for that product.
    • Each product support page has product-specific links to:
      • Focused search for just that product’s Technotes and authorized program analysis reports (APARs), or documented software defects.
      • Focused search for just that product’s downloads of software fixes or patches.
      • Focused search for just that product’s learning documents.
      • Informational resources such as product manuals, IBM Redbooks® and white papers.
      • Flashes, which provide important product news or product alerts.
      • Plus an "Other valuable resources" area with additional self-help links.

Download software fixes and patches
This content is a viewlet movie. Using our new Downloads search page

Want to access the latest product updates? The IBM Rational software support sites allow you to find the latest software fixes and patches. Also, you can access demos, trials, betas and sample code. Some sites offer IBM Download Director to package multiple downloads for your convenience.

There are many ways to search the Rational support areas of IBM.Com:


Submit problem reports online with the Electronic Service Request (ESR) tool
This content is a viewlet movie. Overview of the ESR tool

An important function of the IBM Software Support Web sites is submitting Problem Management Records (PMRs) to IBM support. If you have a valid Software Maintenance agreement, you can easily manage your PMRs on the Web using the Electronic Service Request (ESR) tool. It has an improved user interface and task-based navigation that allows you to:

  • Submit, update and track PMRs
  • Attach files to your PMRs
  • Receive e-mail notifications when your PMR is updated
  • View, print and download PMR reports in spreadsheet format
  • Manage Authorized Caller lists for the ESR tool, if you are your company's Site Technical Contact (STC)

To access the ESR tool, you must first have an IBM User ID and password. Then, you must be listed as an Authorized Caller in the ESR tool. Your company's Site Technical Contact (STC) can add your name to the list, or you can nominate yourself, using the self-nomination form in the ESR tool. After you’re authorized by your STC and added to the list, you simply use your IBM user ID and password to access the tool

More ESR details on this CD


Personalize your support experience

My Support
This content is a viewlet movie.
My Support tour

Another feature available through the IBM Software Support Web sites is personalization of your support experience using My Support.

This capability, provided by IBM WebSphere Portal Server, enables you to:

  • Develop your own profile based on products of interest to you
  • View those product pages within My Support
  • Receive weekly e-mail notices for products that you’re interested in, with links to the latest downloads, flashes, Technotes and other documents

More My Support details on this CD

IBM Software Support RSS Feeds

These RSS feeds allow you to stay up-to-date with the latest content created for specific IBM Software products. Feeds are updated daily.

For more information on RSS and how to get started, visit our RSS help page.

More RSS details on this CD


Translate information into your own language

The IBM Software Support Web sites offer dynamic translation capabilities for nine languages through IBM WebSphere Translation Server. To help you work in your own language, you can translate English content and navigational pages into French, German, Italian, Spanish, Brazilian Portuguese, Japanese, Korean, Simplified Chinese, and Traditional Chinese. Simply select the appropriate language and click Translate on any IBM Software support web site.


You'll find the Translation tool in the
right column of all support pages.


Passport Advantage Online

To assist you in managing your account and installed base of IBM software, each Passport Advantage and Passport Advantage Express authorized customer with active Software Maintenance can access Passport Advantage Online to download the latest software full-product upgrades to new versions and releases.


Get started now!

If you haven’t already registered at the IBM Software Support Web sites, it’s easy! Complete the brief web form to create your own single IBM User ID and password. Use this information to sign in to multiple locations on the ibm.com Web sites.

  • Registering lets you personalize your My Support page.
  • Authorized and registered users can access and use entitled services ( indicated by a key symbol - - next to a task or content section on IBM.Com).
    • Entitled Content access requires an active Software Maintenance agreement or other support coverage.
    • Electronic problem submission using the ESR tool requires authorization by your company's Site Technical Contact.

To start using these IBM Rational Customer Support services, please visit:

ibm.com/rational/support/

For more information on the IBM Passport Advantage program, please visit:

ibm.com/software/passportadvantage/

IBM Rational eSupport brochure on CD

This file requires Adobe Reader. IBM software support web brochure


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

CD Publication Date: June 2008
© Copyright IBM Corporation 
2008