Enable Yourself to Open IBM Support Requests



As I described in my 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 http://www-306.ibm.com/software/support/access.html  If you have any problems or questions about the registration process please call the ESR support number at 1-800-978-2246.


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
  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 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 your self to open an ESR.  Click this link to get to the registration site and nominate yourself.  You will be prompted for your Customer Number and STC as part of the process.


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.  Enter this site by visiting https://www-111.ibm.com/software/support/ecare/support_login.jsp and signing on.  If there are any problems in this process please call at 1-800-978-2246.  If they do not help you in a timely manner then call your Sales Rep or IT Specialist.



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