Steps to Access ESR Tool

1. Register on the software support site (www.ibm.com/software/support)- Only register once- Use email address for IBM ID

2. Be added to an authorized caller list by a Site Technical Contact

After Primary - STC or Secondary - STC adds authorized caller, welcome email is sent to caller

Access the ESR Tool ibm.com/software/support

Click on the Submit/track problems

tab.

ESR Access from Product Page

ESR Sign-in Screen

ESR Caller self-nomination form

ESR Welcome Page (new user)

ESR Welcome Page (experienced user)

Click on the PMR number to access this PMR.

ESR Welcome Page (experienced user)

These unfinished PMRs are available for 5 days

Click on the PMR number to update that PMR.

ESR Welcome Page (new user)

To open a new PMR, click on the Open a new PMR link here

or in the left navigation area.

Review your profile. Verify contact info and select PMR

notification preferences.

To get to a complete list of PMRs under a given IBM

customer number, locate the number here and Press the

Go button.

Profile Page

Choose your preferences here.

Profile Page

Indicate here when you want to be notified regarding PMR

activity.

Click on this link to build your primary list. This list can be

developed outside of the PMR creation process.

Open a New Problem (new user)

Initially these lists are empty until you build them.

Look for your contract info and IBM customer number here,

select it and click the Go button.

Open a New Problem (Select Product)

Choose a product from this list and click the Continue

button.

Open a New Problem (Select Component)

Choose a component from the list.

Check this box to add another product/component to your primary list. Then click the

Continue button.

Open a New Problem (Contact Information Tab)

The owner of this email address does not get notified of PMR

changes unless the appropriate radio button is selected.

This person does get notified about PMR changes assuming she has no

overrides in her profile.

Open a New Problem (Problem Description Tab)

Provide sufficient details in all pertinent fields.

Open a New Problem (Problem Description Tab)

Clicking on Save as unfinishedwill save this record as a draft for

5 days

Clicking on Submit generates a PMR number and transfers this PMR into the

IBM problem mgmt system.

Attach log files or any docs that will assist IBM Support in

resolving the issue.

Updating Existing Problems

These unfinished PMRs are available for 5 days

Click on the PMR number to update that PMR.

Create Reports/Spreadsheets

Click All PMRs submitted onlineto access the superset of PMRs or to create customized spreadsheets

Search Problem Reports

Choose filtering options, then click on Update list below to revise your

PMR data table

Customizing PMR Details

STC Administration

This view is available only to Site Technical Contacts

STC Administration

Primary and Secondary STCs can take action on self-nominations

STC Administration

Site Technical Contacts can access caller lists and can add new callers

If you are a primary site technical contact - PSTC

Use the welcome email you should have received to access the ESR tool for the first time.

Follow the link in this email to streamline the registration process. No welcome email? Send a note to esrhelpdesk@us.ibm.com and request that another welcome email be sent you to.

Note: Link in welcome email expires after 10 days. Also, if you are directed to the self-nomination form, contact the ESR help desk at the email address above.

Help Information in ESR

Click this Help button to display a popup window with help text

specific to where you are in the tool

This ESR help is more general (how-to info, glossary of terms, etc.)

Online Tours

Online tours are short tutorials that explain how to use the ESR tool: ibm.com/software/support/sitetours.html

Overview of the ESR toolOpen a new Problem Management RecordManage and search Problem Management Records

Contacting IBM

Problems with the ESR tool?

Contact: • ESR tool help info at ibm.com/software/support/help• Send email to esrhelpdesk@us.ibm.com• Select a number to call from this site

(ibm.com/software/support/help-contactus.html)

Note: Be sure to include your IBM customer number as well as your company name to expedite your request.

Customize Your IBM Software Support Toolbar

IBM Software Support Toolbar Options

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Assist On-Site (AOS) - Security

At the beginning of a screen-sharing session, you and your support representative are connected via a communication server.

The screen data that is passed between you and your support representative during a session is highly compressed using proprietary technology that can be viewed only with Assist On-site software.

This data is also encrypted using 128-bit Advanced Encryption Standard (AES) encryption.

Privacy principles are TRUSTe compliant.

After the session has ended, your support representative can no longer see your screen or access your computer unless you make another explicit request for support.

How is security maintained?

IBM Assist On-site access form

Enter customer name, Customer number, PMR number, and Connection code. Agree to terms to begin download.

Assist On-site browser plugin download

Click on ‘open’ or ‘run’ to download the ibmaos.exe so that it will run in virtual memory on a Windows machine. This will not be installed on the machine and customer does not need to uninstall it later.

.

Assist On-site access options

Client has 40 seconds to select level of access or refuse access.Review event viewer to access

log file of actions during session (provided you selected this option)

IBM Assist On-site (AOS) iconhttp://ibm.com/software/support/assistonsite

AOS icon

• At the bottom of your icon tray, you will see a flashing red/green AOS icon.

• Red circle with exclamation point is the AOS icon

• Right click on this icon to:

Terminate session ChatChange access levelsIf file has been FTP’d, you can open

the FTP directory to view file.

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