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Explore the IBM® Support Portal – An IBM Support Technical Exchange ILOG Optimization and Supply Chain Support Team Technical Support Engineers, Level 2 26 April 2012

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Agenda       

Introducing the IBM Support Portal (Nikhila Arkalgud) Creating an Account (Aneesha Panicker) Getting Product Support (Matt Cummins) Downloading Products (Guang Feng) Downloading Fixpacks (Abhishek Raman) Obtaining Legacy Licenses (Abhishek Raman) Managing Your Account (Scott Rux)

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Introducing the IBM Support Portal Nikhila Arkalgud ([email protected]) Technical Support Engineer, Level 2 26 April 2012

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IBM Support Portal  Your single point of contact for all you need to know about your IBM products Create Support request Access documentation Search FAQs Obtain latest Product news Participate in forums and communities And a lot more...

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Landing Page: www.ibm.com/support

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Search Products

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Customized Support Portal

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Support Portal Widgets  Featured Links  Notifications  Training  Flashes and alerts  Top ten  Product news

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Downloads Get here to find links to  Passport Advantage  Fix Central

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Troubleshoot  Featured Troubleshooting links – Find APARS  Problem Resolution – For Technotes and Techdocs  Flashes and Alerts – Site maintenance announcements  Troubleshooting Tools – IBM Assist On-Site

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Plan and Install  Featured Plan & Install Link – For Product Support Life Cycle  Plan an Installation or Upgrade – For Announcement Letters  Configuration – For Detailed System Requirements  Plan & Install documentation – For installation guides

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Service Requests and PMRs

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Documentation  Featured documentation links – For Quarterly Newsletters  Getting Started – For Getting Started manuals  Product documentation – For Information Center  Training – For Support Technical Exchanges and IBM Education Assistant

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Remember these..  One place to access all information and services for your IBM products  Bookmark : www.ibm.com/support

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Creating an Account Aneesha Panicker ([email protected]) Technical Support Engineer, Level 2 26 April 2012

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Creating an Account  Requires three items IBM Customer Number (ICN) Site Number Primary Contact Information  Two major steps Register on website Add ICN/Site information

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Creating an Account – Website  Start at “ibm.com”  Follow “Register” link in upper right  Enter the following • Name • Email Address • Password • Country of residence • Language • Company Information

 If you’re already in IBM systems, use the same email address as before. WebSphere® Support Technical Exchange

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Creating an Account – Website  Complete the registration process.  You have now registered with IBM  Account works for all ibm.com services

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Creating an Account – Add ICN  Necessary for submitting new service requests  Start at Support Portal  Select “Service Requests & PMRs”  Sign in and select “My Agreements” from left pane  Complete all steps to link ICN with web account

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Creating an Account – Add Site Number  Start at Support Portal  Select the Passport Advantage site link  Sign in using IBM ID  Complete “SelfNomination” Process

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Creating an Account – Primary Contact  If you are the Primary Contact, you can indicate this  If your email address matches what IBM has on file, and you have the welcome letter, you can complete this step directly

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Creating an Account – Other Users  If you are not the Primary Contact, you can indicate this.  Primary Contact will be notified and must approve before site will grant access

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Getting Product Support Matt Cummins ([email protected]) Technical Support Engineer, Level 2 26 April 2012

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Locating Your Products

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Locating Your Products  Add products from the Support Portal main page  Use the “Quick Find” bar to add more products at any time

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Creating a PMR - Web

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Creating a PMR – Web  You will need: A valid IBM Customer Number (ICN) An account on IBM.com Complete self-nomination process on Support Portal website  Can enter detailed description, attach files or screenshots

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Creating a PMR – Phone Less information required than creating via web; phone technician can help locate: ICN (IBM Customer Number) Product entitlement Can create a PMR if unable to complete Support Portal self-nomination Worldwide contact information: http://www.ibm.com/planetwide/

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Contacting Support: Web vs. Phone  Web advantages: Can enter detailed problem description Receive notifications of PMR updates Attach files  Phone advantages: Not as much information required to create PMR

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TechNotes

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TechNotes Information on how to resolve known issues Does not require creating a PMR – simply log in and search Fully searchable archives for all of your selected products Rate TechNotes based on usefulness Save time by going directly to problem solution

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My Notifications

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My Notifications  Receive important notifications about your products: New versions released Software updates New TechNotes Other product news

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Downloading Products Guang Feng ([email protected]) Technical Support Engineer, Level 2 26 April 2012

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How to download (1/5) • Start at Passport Advantage website • Click the link for “Software download & media access” • You will need to have completed your account setup

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How to download (2/5)  Accept the “terms and conditions” for this session

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How to download (3/5)  Can set preferences and download options  Follow link to “Download Finder” for more

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How to download (4/5)  Can choose “All Downloads” to view all eligible downloads  Can also search by description or part number, if desired

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How to download (5/5)  Expand the + sign to find the exact download item  Select between Download Director (requires Java™) or direct HTTP download  Can select different server location, if desired.

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Downloading Fixpacks Abhishek Raman ([email protected]) Technical Support Engineer, Level 2 26 April 2012

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Download a fixpack (1/6)  Start at Fix Central: www.ibm.com/support/fixcentral

 Some fixpacks require an existing base version installation  Some fixpacks require you to sign in with an entitled IBM ID (click the “IBM Sign in” link)

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Download a fixpack (2/6)  Select “WebSphere” for the “Product Group” field

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Download a fixpack (3/6)  Select the required product  Select the current installed version  Select the appropriate platform  Click “Continue”

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Download a fixpack (4/6)  Select “Browse for fixes”  Click “Continue”

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Download a fixpack (5/6)  Select the appropriate fixpack (non-academic version for commercial customers)  Click “Continue”

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Download a fixpack (6/6)  Choose the download method of your choice  Click “Continue”, “I agree” and then “Download now” in the next screens to proceed

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Obtaining Legacy Licenses Abhishek Raman ([email protected]) Technical Support Engineer, Level 2 26 April 2012

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Obtaining Legacy Licenses  Older ILOG optimization products required a license file, managed through different license sites  Generic license file available at Fix Central  Downloaded like a fixpack  Current ILOG products do not use a license file  Keys for other legacy ILOG products are available: http://www-01.ibm.com/software/websphere/support/licensing/index.html#r

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Managing Your Account Scott Rux ([email protected]) Technical Support Engineer, Level 2 26 April 2012

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Managing Your Account  Primary Site Technical Contact approves others for ability to download or submit service requests  Can define Secondary Contacts to also grant approval  PSTC is defined during the initial purchase.  Can be updated through website or through eCustomer Care

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Managing Your Account  Start at Passport Advantage website  Click the link for “Account Management”  You will need to have completed your account setup

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Managing Your Account  Can update contact list for company  Can manage access for users and other contacts

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Managing Your Account – Update Contact  Can update primary account information  Can also follow other links to adjust other IBM-level contacts

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Managing Your Account – Managing Access  Shows all users associated with company  Also show pending self-nominations  Can approve or deny self-nominations as needed

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Managing Your Account – Managing Access  Users can be designated as a secondary contact  Users can be given broader or more restricted access  For instance, user can be restricted from software downloads

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Additional Notes  If any problems with PSTC, nomination process, or user management, contact eCustomer Care  http://www.ibm.com/software/howtobuy/passportadvantage/paocustomer/docs/en _US/ecare.html  US & Canada - [email protected], (800) 978-2246  See link for other countries

 Passport Advantage has additional help available  http://www.ibm.com/software/lotus/passportadvantage/pao_process_help.html

 Includes video demonstration of different Passport Advantage tasks  Additional videos at http://www.youtube.com/user/IBMElectronicSupport

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Explore the IBM® Support Portal – An IBM Support Technical Exchange ILOG Optimization and Supply Chain Support Team Technical Support Engineers, Level 2 26 April 2012

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IBM Software Group

Resources  Support Portal (support, technotes): http://www.ibm.com/support/  Passport Advantage (download products, manage accounts): http://www.ibm.com/software/howtobuy/passportadvantage/  Fix Central (download fixpacks) http://www.ibm.com/support/fixcentral  Opticare email address (temporary) [email protected]

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Additional WebSphere Product Resources 

Learn about upcoming WebSphere Support Technical Exchange webcasts, and access previously recorded presentations at: http://www.ibm.com/software/websphere/support/supp_tech.html

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Discover the latest trends in WebSphere Technology and implementation, participate in technically-focused briefings, webcasts and podcasts at: http://www.ibm.com/developerworks/websphere/community/

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Join the Global WebSphere Community: http://www.websphereusergroup.org

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Access key product show-me demos and tutorials by visiting IBM Education Assistant: http://www.ibm.com/software/info/education/assistant

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View a webcast replay with step-by-step instructions for using the Service Request (SR) tool for submitting problems electronically: http://www.ibm.com/software/websphere/support/d2w.html

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Sign up to receive weekly technical My Notifications emails: http://www.ibm.com/software/support/einfo.html

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Questions and Answers

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