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 * Support
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WHAT'S NEW AT IBM SUPPORT?

 

MAY 2023
05 May 2023 
How to Escalate a Case
If you need additional help with a case, you can escalate the case through the
Support site. This document describes the steps to escalate your cases.
Read more
02 May 2023 
About IBM Support Work Orders
There are times when IBM needs to visit your site to give you the help you need
with your products and cases. When this is necessary, IBM will work with you to
find a convenient time for a work order (sometimes called a service
appointment).

Recent updates to the Support site have made it easier to confirm and reschedule
your appointments. In many cases, you can make scheduling changes to your work
orders through the Support site, without needing to email or phone IBM.
Read more

--------------------------------------------------------------------------------

APR 2023
20 April 2023 
How to Use Case Insights
You can use the Support site's Case Insights feature to view insights about the
top support categories your cases fall into to find other similar cases and
resources available for that support category.
Read more
19 April 2023 
How to Open a Support Case

This document describes how to open a case in the IBM Support site.
Read more
18 April 2023 
Working with Case Templates
You can now save the information you enter when you open support cases for
future use as case templates. These templates help you save time when you open
new cases by automatically completing many of the fields you use most often.
Read more
18 April 2023 
User Administration
You can use the Support Access feature to control over which accounts you have
access to.
Read more

--------------------------------------------------------------------------------

MAR 2023
29 March 2023 
This document is a brief overview and introduction to the IBM Support Site
This document is a brief overview and introduction to the IBM Support Site
Read more
10 March 2023 
Instructional Video: How to Open and Manage Support Cases

This video shows how you can open and manage support cases on the IBM Support
site.
Read more
10 March 2023 
Getting Started and IBM Support Quick Links
This document provides help instructions for new users as they start using the
IBM Support site.
Read more

--------------------------------------------------------------------------------

FEB 2023
23 February 2023 
Instructional Video: Sorting and Filtering Your Support Cases
This video shows how you can sort and filter your list of cases on the IBM
Support site.
Read more
03 February 2023 
Instructional Video: Support Access
This video guides you through requesting Support Access on the IBM Support Site.
Read more

--------------------------------------------------------------------------------

DEC 2022
09 December 2022 
Collaborate with your team by adding them to your cases.
It's easier than ever to add members of your team to your cases!
Read more

--------------------------------------------------------------------------------

NOV 2022
16 November 2022 
New Updates to Hardware Work Orders Announcement
IBM hardware clients can now confirm and request changes to service appointments
and other work orders directly through cases’ details pages on the Support site
and through notification emails, usually without needing to contact IBM by phone
or email.
Read more
15 November 2022 
How to Update Your Profile and Settings
You can use the Support settings and profile page to change your basic account
information and other configuration options. 
Read more
15 November 2022 
Changing Your Case Notification Settings
It is very easy to change your case notification settings on the IBM Support
site.
 
Read more
14 November 2022 
Specifying a default call home contact
You can use the Support site's User Administration features to specify who will
act as the default call home contact for your accounts in the event that no
other contact is available.
Read more
07 November 2022 
Privacy and Consent Preferences
This document describes how to change for your Privacy and Consent preferences.
Read more

--------------------------------------------------------------------------------

OCT 2022
25 October 2022 
The Support Forums Have Moved to the IBM Community
Read more
11 October 2022 
Searching the IBM Support Site
This document describes searching the IBM Support site for support documentation
and known issues.
Read more
03 October 2022 
Instructional Video: Profile & Settings
This video will help you understand how to configure your profile and settings
information on the IBM Support Site.
Read more

--------------------------------------------------------------------------------

SEP 2022
14 September 2022 
Working with the User Administration Page
Users with the administrator access level can control who can access your
company's cases. This document describes using the IBM Support site's User
Administration features.
Read more
13 September 2022 
How to Export a List of Account Users CSV File
Account administrators can export a list of the registered support users
associated with their accounts and download it as a CSV (comma-separated value)
file, which is readable by common spreadsheet applications.
Read more

--------------------------------------------------------------------------------

AUG 2022
15 August 2022 
Email Domain Management
Administrators can manage email domains for accounts, as well as block users
from accessing their accounts.
Read more

--------------------------------------------------------------------------------

JUL 2022
29 July 2022 
How to Filter and Sort Cases on the Cases Page
This document describes filtering and sorting your list of cases on the Support
Site's cases page. This revision includes information about the selecting
multiple products when filtering your cases.
Read more
19 July 2022 
Multi-Factor Authentication on the IBM Support Site
The IBM Support site uses multi-factor authentication to help protect your
identity and your accounts.
Read more

--------------------------------------------------------------------------------

MAY 2022
18 May 2022 
IBM Support Site registration
Follow these steps to register and gain access to the IBM Support site. You will
also learn how to request access to open cases for your IBM products.
Read more
04 May 2022 
Managing Known Issues Subscriptions
You can subscribe to known issues and manage the notifications you receive when
more information becomes available.
Read more
02 May 2022 
Subscribing to and Managing Product Notifications

You can subscribe to your products and receive notifications when new
information about them becomes available. 

Read more

--------------------------------------------------------------------------------

APR 2022
19 April 2022 
Requesting Assistance with an Unresolved Issue
This document describes how to request assistance with an unresolved issue.
Read more

--------------------------------------------------------------------------------

MAR 2022
08 March 2022 
World Language Support
The Support Site now supports translations to your preferred language.
Read more

--------------------------------------------------------------------------------

JAN 2022
13 January 2022 
IBM Support to end support for Internet Explorer 11 on December 14, 2021
Read more

--------------------------------------------------------------------------------

DEC 2021
09 December 2021 
How do I download a CSV of my Support cases?
Account administrators can export a list of the support cases with their
accounts and download it as a CSV (comma-separated value) file, which is
readable by common spreadsheet applications.
Read more

--------------------------------------------------------------------------------

NOV 2021
15 November 2021 
Attaching Files to Cases
You can upload relevant files when you create or update cases. For example,
system logs or other diagnostic information that would be helpful to IBM
support.
Read more

--------------------------------------------------------------------------------

OCT 2021
27 October 2021 
Using the Case Details Page
This document describes how to use the Support site's Cases Details page.
Read more
27 October 2021 
Understanding Grouped Cases
This document describes the Support site's Grouped Cases feature.
Read more

--------------------------------------------------------------------------------

JUN 2021
23 June 2021 
Note For United States and Canadian Clients Opening a Hardware Case or Ticket
IBM has replaced the Service Request tool with a new Support site. Bookmark
ibm.com/mysupport. This document covers important information you need when you
open a support case about on the Support site.
Read more

--------------------------------------------------------------------------------

APR 2021
26 April 2021 
How to Print or Download a PDF of a Case or Case History
Users can print details of their cases or case histories, or download them as a
PDF.
Read more
26 April 2021 
How to Update Your Cases
You can update your cases using e-mail, or through the Case Details page on the
IBM Support Site.
Read more

--------------------------------------------------------------------------------

MAR 2021
26 March 2021 
This document gives answers to some questions you might have about moving to
IBM's new Support site.
Read more
04 March 2021 
How do I get support with my SPSS license?
This document describes how to get support with SPSS licenses.
Read more

--------------------------------------------------------------------------------

AUG 2019
05 August 2019 
"Case" is the new term that IBM Support is standardizing on to replace the
legacy terms we used to use, including: PMR, SR, Ticket, and PMH.
As part of IBM's efforts to transform and streamline Support for our clients,
and as we transition away from legacy tools and processes, we are updating and
standardizing the term we will be using to describe an issue that you open with
any of our IBM Support teams for assistance.
Read more

--------------------------------------------------------------------------------

DEC 2018
01 December 2018 
Uploading a File during Case Creation
This functionality enables you to upload files for the case which you are
creating. Learn how this new function works by following step by step
instructions!
Read more

--------------------------------------------------------------------------------

AUG 2018
16 August 2018 
Case Management Customization
The ability to customize your Case Management page will enable you to control
how cases are displayed so that you can view the information that is important
to you!
Read more

--------------------------------------------------------------------------------

APR 2018
26 April 2018 
Mapping of IBM Client Success Portal Service Offerings
Support for Service Offerings previously offered via the IBM Client Success
Portal have migrated to IBM's new Support Community.
Read more

--------------------------------------------------------------------------------

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