The Service component guides you through the process of submitting a service request
to IBM in the form of a Problem Management Record (PMR).
Follow the steps below to submit a service request, using the corresponding links in the
left navigation menu:
- Collect system data
This task collects and archives several files from your file system, such
as log files, software configuration, etc.
- Submit service request
This task links you to the IBM software support Web site, where you can
create a new service request using the Electronic Service Request (ESR) tool.
Note that you need a valid userid and password in order to submit service requests
via the ESR tool. Refer to the problem submission tours section of the
IBM
Support Site tours page
for more information about the ESR tool.
Be sure to write down or copy the PMR number given to you from the ESR tool. You will
need this number for the next step: Send System Data.
- Send System Data
This task enables you to send the system data that was gathered into the collector
output file to IBM Support, where it can help the IBM support analysts to investigate
your software question or challenge more quickly. Having this data available early
in the problem resolution process can shorten the time to resolution and enable IBM to
send a reply back to you faster.
Note that the Send System Data task uses the File
Transfer Protocol (FTP) to transmit the collector output file to IBM.
If your organization prohibits use of FTP, you may be able to send the collector
output file as an e-mail attachment to IBM support, using the email address indicated
on the IBM software support Web site.
Type in or paste the PMR number you received from the ESR tool into the
Send System Data form to associate the collector output file with the IBM service request.