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:

  1. Collect system data
    This task collects and archives several files from your file system, such as log files, software configuration, etc.

  2. 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.

  3. 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.