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Loading ×Sorry to interrupt CSS Error Refresh Skip to main content * Support * Downloads * Fixes, updates & drivers - Fix Central * Licensed software - Passport Advantage * Entitled systems support * Shopz * * Documentation * Getting Started * IBM Documentation * Support Guide * Support Site Documentation * Use Cases - IBM Redbooks * * Forums * Cases * Open a case * View your cases * View your case templates * IBM Business Partner cases * * Monitoring * Hardware: Call Home Connect Cloud * Maintenance level comparison reports * Manage inventory - Entitled Systems Support * * Manage support account * Notifications * Invoices * Warranty lookup * Product resources * Support access * Open a case Loading... 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 -------------------------------------------------------------------------------- Selected Language English * French * Spanish * Chinese Traditional * Japanese * Dutch * Chinese * English * Portuguese * Korean * German * Italian Translation for support site instructions only STILL HAVE QUESTIONS? Reach out to us directly View global contactsEscalate an issue Request assistance with an unresolved issue Get help Report a problem submitting a case or registering for support. 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