How to raise a PMR to IBM
The PMR (Problem Maintenance Report) is a tracking mechanism
common to all IBM software related issues. PMR is common to all kinds of issues
like queries, doubts, problems, product bugs etc.
Step – 1: Keep this info handy
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- IBM Customer Number (7-digit). This will be in the license document.
- Info about you & your company
- Customer/Company name
- Customer Contact name
- Preferred means of contact (voice or email)
- Email address :
- Telephone number where you can be reached if requested is voice
- Info about the Problem/Environment
- Related SW product and version: Specify IBM product involved, its version & edition, fix pack level,
- Related Operating system information: OS details, Hardware type, any other s/w involved in the issue etc.
- Brief description of the problem (You may be elaborate to avoid clarification cycles). Make sure to describe the steps you did (in a problem reproducible fashion) or the alternatives/workarounds you tried.
- Severity of the issue in relationship to the impact of it affecting your business needs.
For a
summary of this essential pieces of information to raise a proper PMR, and to
use a table template to be readily usable in e-mail requests, please refer to
the last page.
Refer
to below guideline to map the severity of your problem to our 1-4 scale.
Severity Level
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Further
Definitions
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Examples
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Severity 1
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Severity 2
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Severe impact: A software component is severely restricted
in its use, causing significant business impact
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Severity 3
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Moderate impact: A non-critical software component is
malfunctioning, causing moderate business impact.
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Severity 4
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Minimal impact: A non-critical software component is
malfunctioning, causing minimal impact, or a non-technical request is made.
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Step – 2: Post that info into
the PMR
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Method 1: Through ESR Website:
Follow this link & post the data. You’d need the IBM.com
user ID to login here. IBM user ID is an e-mail ID and password you can create
for yourself. You can post the PMR on behalf of the company to whom you
affiliate yourself with. The company primary contact can self-nominate him/her
and then add/nominate any number of secondary contacts (ibm.com account ids).
http://www-306.ibm.com/software/support/pa.html
Method 2: Through e-mail:
Post the above information (see step 1) to iproduct@in.ibm.com rccindia@in.ibm.com and copy smcindia@in.ibm.com
(you need to copy only on first mail till you get the PMR number. On
sunsequent technical discussions, you don’t need copy to them).
Please see mail template at the end of this document.
Method 3: Through Telephone (for sev 1 issues only):
Call 1800 425 6666 or
080 26788970 and provide above information
(see step 1).
Its use is reserved for Severity 1 & Priority 1 issues
that crop up during off-shift hours.
How to Re-Open a Closed PMR
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There could be times where you dint respond to the PMR team
to revert back on your part – may be sending some log files or must gather
docs, or doing core file FTP. To limit
the number of active PMRs to the ones that really need constant focus from the
finite support specialists, your PMR will be moved to a “Closed” state. All
data in it and all the history will be retailed for about next 20 days or so,
after which only it will be finally archived/deleted.
In that mean time, if you think your issue cropped up again,
or you have the files and want to send it to IBM, you’d need to re-open the
PMR. And its simple, just send a mail to:
citing your closed PMR number. Make sure you execute this
option before it is permanently archived. If so, you’d need to open a fresh PMR
all over again.
Additional Information
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That’s all. Once the PMR is logged, it is tracked by PMR
number and multiple experts will be working on it. You may need to co-operate
by providing additional information as requested on need basis, and to
implement the self-help instructions to be provided time to time and update the
remote team on progress.
ESR Overview :
http://www-306.ibm.com/software/support/help.html
Online tour of the ESR System/Website:
http://www.ibm.com/software/support/sitetours.html
How to use ESR? :
http://www-306.ibm.com/software/support/help-esr.html
ESR FAQs :
http://www-306.ibm.com/software/support/help-faq.html
ESR tool:
http://www-306.ibm.com/software/support/pa.html
Please download the PDF file from the below weblink which
provides detailed information on ESR Tool:
http://www-1.ibm.com/support/docview.wss?rs=177&context=SSEQTJ&q1=apache+http+server+version&uid=swg27006656&loc=en_US&cs=utf-8&lang=en
Before contacting IBM:
http://techsupport.services.ibm.com/guides/beforecontacting.html
Tech Support contact numbers in Asia Pacific:
http://techsupport.services.ibm.com/guides/cnts_asiapacific.html
For India, it is 1800-425-6666
toll-free (or) +91 080-26788970
Webcast replay: ESR problem submission tool:
http://www-1.ibm.com/support/docview.wss?uid=swg27006656
Webcast replay: IBM Support Assistant V2.0:
http://www-1.ibm.com/support/docview.wss?uid=swg27007200
Overview of IBM support offerings:
http://www-306.ibm.com/software/support/offerings.html
IBM Software Support Lifecycle:
(Use this to verify the support discontinuance dates for
YOUR products & YOUR version)
http://www-306.ibm.com/software/support/lifecycle/
(Or)
http://www-306.ibm.com/software/support/lifecycle/index_a_z.html
Software Support website URL:
http://www.ibm.com/software/support
Rational support URL:
http://www.ibm.com/software/awdtools/developer/application/support/index.html
WebSphere App Server Support URL:
http://www-306.ibm.com/software/webservers/appserv/was/support/
WebSphere MQ Support URL:
http://www-306.ibm.com/software/integration/wmq/support/
DB2 Support URL:
http://www-306.ibm.com/software/data/db2/udb/support/
Problem Identification Worksheet
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Giving the Problem Identification Worksheet to the concerned
administrator or technical contact person, and getting it filled BEFORE filling
out the ESR form, saves lot of time in clarifications and helps IBM support to
start with good amount of understanding.
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