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Welcome to db2Dean’s web site.  I’m Dean Compher an IBM IT Specialist who, along with my team, helps customers and prospective customers with DB2 on Linux, UNIX and Windows (LUW) technical questions and issues.  As this page makes painfully clear, I am a DBA and not a web designer, but I would be happy to get your DB2 questions answered or talk to you about the great features of DB2 or IBM Integration Products.  If you are looking at a new database solution or want to compare us to your existing database vendor, please do not hesitate to contact me about getting a presentation or just to ask questions.  My e-mail address is dean@db2Dean.com

 

I am located in Utah and primarily serve DB2/LUW customers in Utah and Nevada, but I can forward requests to my peers in other technology and geographic areas as well.  My team also covers Big Data and Informix and products.  There are questions that I get on a regular basis, and I will write articles relating to them here.  I hope that you find them useful.  I also welcome suggestions for future content.  Click here for more information about me.

 

 

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Enable Yourself to Open IBM Support Requests

Dean Compher

9 September 2007

Updated 30 April 2015

 

 

As I described in a previous article there are several avenues to get help from IBM for DB2 for Linux, UNIX and Windows (DB2/LUW) problems and questions.  One of my favorite ways is to open an Electronic Service Request (ESR), but first you must get registered to do so.  The most common use of the ESR is to get help resolving a problem with DB2 either caused by you or the product itself.  However, if you have specific how-to questions the ESR tool is for that as well.  In any case, before you can open an ESR you must register to do so.  If the right person in your organization is not around when you want to register then this can take a while, so I recommend that you register now, so that you are ready when you need to open a ticket.

 

In this article I will summarize how to get registered to open PMRs and provide some of my personal insights which have questionable value, but which may be entertaining none the less.  To see the official detailed registration process, please visit the Service Request Help page.  If you have any problems or questions about the registration process please call the ESR support number at 1-800-978-2246.

 

Before we jump into the specific instructions for opening a PMR, I want to take a moment to talk about the IBM ID and the Support Portal.  At one time you needed to create various IDs for various items like support requests, downloading white papers and the like.  It was difficult for everyone to keep track of a bunch of IDs and passwords, so IBM now has one ID that you use for just about everything.  So you may have one already, and if you do it would be a good time to find your id and password.  This id will typically be your e-mail address.  If this is not convenient or you can’t remember if you have one or not, don’t worry because I’ll explain how to create your ID or reset your password if you already have an ID but don’t remember your password.

 

The Support Portal is a web site for all of your support needs including IBM ID maintenance, information and manuals, ESR creation and tracking and just about everything else you need for your IBM distributed software.  After you sign in using your IBM ID, there is a link on the first page for opening service requests (SRs).  Even if you don’t have an IBM ID or need to reset your password, this is the place to start.  So go to the Support Portal and click the link.  Here you can either input your user id (IBM ID) and password, click the “forgot password” link or click the Create IBM id button. To open ESR’s you will need an IBM ID, so go ahead and create one if you don’t have one already. 

 

In general the registration process is:

 

  1. Site Technical Contact (STC)  registers with IBM
  2. Determine who your Site Technical Contact is
  3. Determine your “Customer Number”
  4. Nominate yourself to open ESRs using your IBM ID
  5. Site Technical Contact Authorizes you to open ESRs

 

 

1. Site Technical Contact registers with IBM

 

When your company purchases information management software like DB2, Informix or information integration products for Linux, UNIX or Windows IBM sends a package of information to your company designating the Site Technical Contact.  The STC is the person who must authorize you to open ESRs before you can do so.  In this package of information, is a temporary login for the STC to register as the STC and instructions on how to do so.  

 

2. Determine who your Site Technical Contact is

 

Due to the fact that little thought is usually given to the designation of the STC this person often winds up being the president of the company, an employee in the purchasing department, or someone else who you would never expect to be your STC.  In any case, if you don’t know who the STC is contact your Sales Rep to get this or your IT Specialist who can ask the Sales Rep to get back to you with this information.  Then contact the STC to see if they have registered.  If they have no idea what you are talking about then either get your Sales Rep to contact them to help them get registered or work with your Sales Rep to get the correct person designated as the STC and get them registered.  If you don’t know who your Sales Rep is then your IT Specialist can determine his identity for you.

 

3. Determine your “Customer Number”

 

The customer number will be in the package of information that I mentioned in step 1.  You can also call your IT Specialist or Sales Rep to get it.

 

4. Nominate yourself to open ESRs

 

Once you know your STC and his e-mail address, know that he is registered and know your Customer Number you are ready to nominate yourself to open an ESR.  Go to the IBM Support Portal to begin the process and sign in using your IBM ID.  If you do not have an IBM or can’t remember your password, see the Support portal instructions above.  Once signed into the support portal click the  link.  It will show you any customer numbers for which you are already registered.  If the new customer number is not in the list then enter your customer number where prompted, select your country/ region and add a note in the justification box if you think that the STC will need that.  The, press the “Request additional access” button.  You can come back to this screen at any time to view the status of your request. 

 

5.  Site Technical Contact authorizes you to open ESRs

 

Your STC will get an e-mail notifying them of your nomination.  This note will contain instructions for authorizing you.  In my experience it is a good idea to call them before they get the note and let them know what you are doing and that it is important that they do not just delete the e-mail.

 

 

Once your STC has approved you can now start opening and looking at ESRs on line.  To do so, just go back to the Support Portal, sign in and then click the “Service requests for hardware and software (PMRs)” link.  On the next page you can ether search for exiting service requests or press the “New service request” button.  From there just follow the prompts.  If there are any problems in this process please call 1-800-978-2246.  If they do not help you in a timely manner then call your Sales Rep or IT Specialist.

 

 

There is a lot more to opening service requests and getting technical support.  You can also see the official registration instructions and review instructions for using the service request tool

 

 ***

 

If you have any additional thoughts or funny support anecdotes, please post them to my Facebook Page or the db2Dean and Friends Community.

 

 

 

Enable Yourself to Down Load IBM Software

Dean Compher

15 November 2007

Updated xx April 2015

 

 

From time to time you will need to install some database related software because you bought something new, you want to put what you already have on a new server, or for some other reason.  You will need to register for IBM Passport Advantage to download software, and now you need be registered to download fix packs as well.  IBM usually does not send CDs or DVDs with software anymore, but instead places it on a website where you can download it called Passport Advantage (PPA).  Since this is licensed software, there is a process to ensure that only those entitled to get your software can download it. As long as your organization keeps paying the maintenance on your software, all current versions of it on all operating systems where it runs will be on the PPA site.  Just remember that just because it is on your PPA site does not mean you can install the software as much as you want.  For most software you are allowed to run it on some limited number of CPU’s or have a limit on the number of users who can use it.  If you are unsure of these limits, you can contact your friendly Sales Rep or IT Specialist to get the exact answer. 

 

In this article I will summarize how to get registered on PPA to down load software and provide some of my personal insights which may be of questionable value, but which may be entertaining none the less.  You can also watch instructional videos on the web about down loading or you may just want to read about the process.  If you encounter any problems getting registered or just have some questions about the process please call 1-800-978-2246.

 

Before we jump into the specific instructions of registering for software downloads, I want to take a moment to talk about the IBM ID.  At one time you needed to create various IDs for various items like support requests, downloading white papers and the like.  It was difficult for everyone to keep track of a bunch of IDs and passwords, so IBM now has one ID that you use for just about everything, including software downloads.  So you may have one already, and if you do it would be a good time to find your id and password.  This id will generally be your e-mail address.  If this is not convenient or you can’t remember if you have one or not, don’t worry because I’ll explain how to create your ID or reset your password.

 

 

In general the registration process is:

 

  1. Primary Contact  registers with IBM
  2. Determine who your Primary Contact is
  3. Determine your “Site Number”
  4. Nominate yourself to download software
  5. Primary Contact authorizes you to download software

 

 

1. Primary Contact registers with IBM

 

When your company purchases information management software like DB2, Informix or other products for Linux, UNIX or Windows, IBM sends a package of information the Primary Contact.  This person is identified when the software is purchased.  The Primary Contact is the person who must authorize you to download software before you can do so.  In this package of information is a temporary login for the Primary Contact to register and instructions on how to do so.  The instructional video and documentation mentioned above also show the Primary Contact how to register.

 

2. Determine who your Primary Contact is

 

Due to the fact that little thought is usually given to the designation of the Primary Contact, this person often winds up being the president of the company, an employee in the purchasing department, or someone else who you would never expect to be your Primary Contact.  In any case, if you don’t know who the Primary is call your Sales Rep to get this or your IT Specialist who can ask the Sales Rep to get back to you with this information.  Then talk to the Primary Contact to see if they have registered.  If they have no idea what you are talking about then either get your Sales Rep to contact them to help them get registered or contact your Sales Rep to get the correct person designated as the Primary Contact and get them registered.  If you don’t know who your Sales Rep is then your IT Specialist can determine his identity for you.

 

3. Determine your “Site Number”

 

The site number will be in the package of information that I mentioned in step 1.  You can also call your IT Specialist or Sales Rep to get it.

 

4. Nominate yourself to download software

 

Once you find your Primary Contact and his e-mail address, know that he is registered, and know your Site Number you are ready to nominate yourself to download software.  Go to Passport Advantage to begin the process.  Click the  link on the right side of the page to begin the nomination process.  On the sign-in page you can either enter your IBM ID and password, you can click the “Forgot Password?” if you have an IBM ID.  If you do not have one, then you can complete the information on the sign-in page to create your IBM ID under the “New Customers” heading.  Once you have signed-in with your IBM ID the Self-nomination window will be displayed.  Here you enter your Site Number and a note to justify to the Primary Contact why you need to download software.  When you click submit, the system will generate an email to the Primary Contact.  This may not happen immediately. 

 

5.  Primary Contact authorizes you to download software

 

Your Primary Contact will get an e-mail notifying them of your nomination.  This note will contain instructions for authorizing you.  In my experience it is a good idea to call them before they get the note and let them know what you are doing and that it is important that they do not just delete the e-mail. Once they approve you, your IBM ID is permanently associated with the site number and you can just sign in as describe above and begin downloading software. 

 

 

Once your Primary Contact has given approval you can now start to download software on line.  Enter this site by visiting Passport Advantage and signing in as describe in step 4.  This time the sign-in will take you to the page where you can download the software for the site(s) for which you have been approved.  If there are any problems in this process please call eCustomer Care at 1-800-978-2246.  If they do not help you in a timely manner then call your Sales Rep or IT Specialist.

 

Once you sign in you will probably see a bewildering array of software entries just begging you to down load them.  Take a look over them and see if you can find what you need.  If you have any trouble call your IT Specialist.  The reason that there are so many is that each main piece of software that you buy entitles you to several components.  For example, if you purchase DB2 ESE you will see media for DB2 v10.1 and DB2 v10.5 since they are both in support.  For each version you also get the DB2 Client, and a few other components.  But wait!  There’s more!  For each component you get a download for each operating system where it runs like Linux on x86, Linux on Itanium, Linux on …, Solaris on SPARC, Solaris on Intel, and so on.  So as you see each of these things just multiplies the number of possible files that you can down load, but chances are you only really need one or a very few files. 

 

Versions of software are taken off of PPA when they reach their out of service date.  If you choose to continue running a version of something after it goes out of support, you should download that version before it goes out of support and put your copy of the media someplace safe.  I have seen more than one customer have an old server that dies with old software it, but not have a copy of the old software to install on the replacement server.  DO NOT LET THIS HAPPEN TO YOU!  It is often impossible for me to get the old software and if I can find it, it will take a long time.

 

Here are links to DB2 and Informix out of support dates for the various versions.

 

DB2 End of Support by Version

Informix End of Support by Version (You will need to scroll down to the Informix section.)

 

FIX PACKS

Versions of software such as DB2 are usually left in their General Arability (GA) maintenance level on PPA.  This means that you will almost always want to download and apply the newest fix pack after installing the base build of the software to ensure you are running at a level with the “less desirable” features removed.  The DB2 and Informix fix packs can be found on their respective “Favorite Links” pages on my web site at:

 

DB2 Favorite Links

Informix Favorite Links

 

HAPPY DOWNLOADING!

   

 ***

 

If you have any additional thoughts or shortcuts to this process, please post them to my Facebook Page or the db2Dean and Friends Community.

 

 

 

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