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Service Request (SR) Tool

Service Request (SR) Tool. Jason Salares Product Interlock Instructor, IBM Cognos support. Key Terms.

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Service Request (SR) Tool

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  1. Service Request (SR) Tool Jason Salares Product Interlock Instructor, IBM Cognos support

  2. Key Terms • Site - "Site" means any defined entity, such as a physical location or organizational unit, e.g., a department, division, subsidiary or cost center, of your Enterprise. A Site is identified by a Site number. • IBM Customer Number - An IBM customer number, known as "ICN" or "Customer ID", is a 7-digit code (made up of numbers and/or letters) that identifies a customer's IBM software support contract. ICNs are unique, and are related to a specific Site. You must know your ICN to be able to log a Service Request • IBM Web ID – An ID for www.ibm.com – anyone can instantly create a Web ID. You can use your Web ID to access restricted parts of the ibm.com website, provided you’ve associated your Web ID with a site or ICN

  3. Logging Service Requests • There are two ways for customers to contact support: • Via the Phone (1-800-IBM-SERV) • Or via the Service Request Tool (SR) at www.ibm.com/support/servicerequest • There are no longer any restrictions on who can access support • No more primary, secondary, or web contacts • Anyone can open a support ticket (providing you know your ICN) • Calling 1-800-IBM-SERV requires you to just know your ICN, but using the SR Tool on IBM.com requires further authorization

  4. SR Tool Contacts – Cognos vs IBM • IBM support roles (SR Tool) • Primary Site Technical Contact (PSTC) • Secondary Site Technical Contact (STC) • Authorized User • Business Partner Responsible for granting or denying access to the SR tool

  5. Downloading Software http://www.ibm.com/software/howtobuy/softwareandservices • You must have a web ID • You must know your site number • You must be authorized to download software (approved by the PSTC) • Fixes • http://www.ibm.com/support/fixcentral/

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