How to Open a Support Web Case for IBMers

Created by Drupal Admin on Tue, 07/02/2024 - 00:47

Published URL:

https://www.ibm.com/support/pages/node/7159462

7159462

General Page

How do I get support for an issue?

How to Open a support case
How to view your cases
How to manage your case

AskTZ: Get Help Instantly
Use AskTZ for quick answers via our self-service chatbot, and open a case if needed.

1. Go to AskTZ - https://techzone.ibm.com/support (See screen capture):

2. Ask a Question

Click on "Ask a Question" to submit your inquiry.

3. Still Need Support?

If your question remains unresolved, open a case by clicking on the "Open a Case" hyperlink to access the case form.

4. Click on "Open a Case" to access the case form:

5. Filling Out the Case Form
Ensure the following mandatory fields are completed:

Title: Summarize your issue

Product: Select IBM Technology Zone:

Reservation ID: Include your reservation ID (if applicable):

Severity Level: Choose the appropriate severity level (1-4):

Client Reference: Select what is applicable to you:

Case Description: Provide a clear problem description with step-by-step instructions to reproduce the issue:

Upload File: Attach any relevant files or screenshots of error messages (if applicable):

Submit: Click the "Submit" button to send your case to support:

Example:

6. That’s it, you’re all done!

Note: You will be taken to your Case detail page that includes your Case number and description.

Case created

How to view your cases

Click on My Cases to view your case list

You can also go to IBM Internal Web case, select "View your cases"

A list of all your case will be visible, example below

Casedetails

Select a case to view available details:

Case number
Case history
Add comment
Response and comment from a support agent
Case status
Close case
Escalate case
Case information
Upload files

Casedetailsview

How to manage your case

Your case can be managed from the details view. Select the case you intend to manage from My Cases

caselist

Available functions:

You can add a comment to provide additional details on your case to the support team
Close case
Escalate case
View responses to your case.

Notification E-Mails

A notification E-Mail is sent when a case is submitted and when subsequent action is taken on the case.

Case Created

Case created

Awaiting Feedback

caseemailawaiting

Case Closed

caseclosedmail

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