The Tivoli eSupport program manager has asked me to post the following information to ADSM-L (see below my sig):
Regards, Andy Andy Raibeck IBM Software Group Tivoli Storage Manager Client Development Internal Notes e-mail: Andrew Raibeck/Tucson/IBM@IBMUS Internet e-mail: [EMAIL PROTECTED] (change eye to i to reply) The only dumb question is the one that goes unasked. The command line is your friend. "Good enough" is the enemy of excellence. Subject: To: All Registered Tivoli Customers World Wide February 10, 2003 ? Education: How to use the new Support site successfully Dear Valued Support Customer, Here is the list of the most common Questions & Answers were are receiving on the IBM.com Online Support site today: Q: I have a Tivoli ID and an IBM.com registered ID. Which one do I use for problem submission? A: If your company has NOT been migrated to a Passport Advantage agreement, you can use your Tivoli ID to logon to ESR. To reach entitled data on IBM.com, you would continue to use your IBM.com ID. Once you are migrated to a Passport Advantage agreement and customer number, your IBM.com ID will work for both areas. Q: The top of every web page has a search bar in a blue field and 4 links in black. When these are used, I leave the Tivoli content areas, why? A: The top blue field area, is used exclusively for searching the web page tags across the entire IBM web site. The links in black are references for all IBM segments, not just software products. When using only the software support function, use only the links below the top 10% of the page or the black and blue fields. Q: Does Tivoli have a Support home page and where is it? A: Yes We have created a Support Home page, on IBM.com. It can be found at http://www-3.ibm.com/software/sysmgmt/products/support/ Many of the features available from Tivoli.com/support, are selectable in the left and right navigation areas. For example, the 'Library' link, replaces the Tivoli Information Center. Q: How do I use the Search capabilities on IBM.com? A: For an overview of the Search system, you can reference the Search site tour at: http://www-3.ibm.com/software/support/viewlet/swsearch/sw_search1_viewlet_swf.html Once a search has been run, a count of the records is found listed in the dark blue bar, just above the records found. To further isolate to the information needed, additional keywords, using the categories, or types of support features from the search results page, will reduce the list of records found. Q: Where can I find Product Downloads? A: On each product page under the self help section, a link will be found if downloads for that product exist. Once this is selected, further isolation can be done using the search results page features. Downloads are also searchable from the IBM Software Support page, using the center column "Downloads" link under the Support Search bar. Once the results list for downloads is displayed, you can use isolation features that will limit hits to only a certain Operating System, or only to the application at a certain version / release level. Q: Are FAQ's documented online? A: We have received a number of questions about 'How to find' or 'How to use' content or features on the new support location. To help provide a available reference for these questions, Tivoli is maintaining a Support Site FAQ page . This link is: http://www-3.ibm.com/software/sysmgmt/products/support/Support_Site_FAQ.html Thank you for your continued use of Tivoli products. We look forward to continuing to serve your support needs in our new online home.