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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