When I started trying to use SR, I encountered several problems, so I tried to open a ticket against SR. I ended up just opening a ticket against an arbitrary product with a problem description concerning SR. Of course, the ticket was sent to entitlement. They ended up calling me. When I asked them how to open a ticket against SR, they seemed totally confused. After some discussion, I've came to the conclusion that they are trained to authorize entitlement only for hardware/software installed at the customers site. So my guess is that SR and any other tools on IBM's website cannot be supported via SR.
Where possible IBM should provide support for SR and other IBM web-based tools via SR. Don Williams -----Original Message----- From: IBM Mainframe Discussion List [mailto:IBM-MAIN@bama.ua.edu] On Behalf Of Linda Mooney Sent: Friday, March 11, 2011 10:32 PM To: IBM-MAIN@bama.ua.edu Subject: Re: IBM Service Request (SR) Hi Christian, Thank you for providing the links, and thanks for trying to help. I have a bunch of problems with SR. And I can't open an SR to address them. From comments in this forum and at SHARE, it seems that I am not al one. Didn't have theses problems with Link. There were too many outages with Link, but at least it was useful when it was up. My users were lost, except for one. My authority to 'approve' users is gone. My contract is missing. My product list is missing. I can't open an SR because it wants me to open an SR only on the products that I can't list, not on SR. When I typed in SR under keywords, I got "No results" under supported products. I then tried Service Request and still go "no results" under supported products. Thanks, Linda ----- Original Message ----- From: "Christian Gilmore" <c...@us.ibm.com> To: IBM-MAIN@bama.ua.edu Sent: Friday, March 11, 2011 12:05:33 PM Subject: Re: IBM Service Request (SR) Here are the direct links in case they were stripped by the list serve. SHARE presentation - http://share.confex.com/share/115/webprogram/Session7726.html SR Online Support - http://www.ibm.com/support/servicerequest/help SR Email Support - srh...@us.ibm.com Technical Note - https://www-304.ibm.com/support/docview.wss?uid=swg21469299 Thanks, Christian Christian Gilmore Distinguished IT Architect Problem Reporting Infrastructure Initiative Leader IBM Worldwide Technical Support Transformation ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to lists...@bama.ua.edu with the message: GET IBM-MAIN INFO Search the archives at http://bama.ua.edu/archives/ibm-main.html ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to lists...@bama.ua.edu with the message: GET IBM-MAIN INFO Search the archives at http://bama.ua.edu/archives/ibm-main.html ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to lists...@bama.ua.edu with the message: GET IBM-MAIN INFO Search the archives at http://bama.ua.edu/archives/ibm-main.html
