Use the IBM Support Assistant to manage problem reports

The assistant is used to create Problem Management Reports (PMRs) and conveniently attach files to the PMR for IBM support personnel analysis.

To create a PMR to report a problem:

You must have an Electronic Service Request (ESR) account setup. Refer to WebSphere support.

1. Install the IBM Support Assistant and the WebSphere Commerce plug-in for the ISA

2. Start the IBM Support Assistant.

3. Click on Service. The Service page displays.

4. Click on Log into ESR under Electronic Service Requests. The Logon page displays.

5. Enter your IBM ID, password, IBM customer number, and country. Click Login.

6. The Support Assistant attempts to log you into the ESR. When you are authenticated, you will see a Submit Problem Report panel.

7. Fill in all required fields for the PMR.

8. Click Submit to create the PMR. A page that indicates whether the PMR was created successfully or not displays. If the PMR is successfully created, a PMR number is provided.

 

Related Concepts

IBM Support Assistant for WebSphere Commerce and WebSphere Commerce Developer

 

Related tasks

Install and starting the IBM Support Assistant
Use the IBM Support Assistant search facility
Use the IBM Support Assistant to access the WebSphere Commerce Web sites
Use the IBM Support Assistant to collect data

 

Related Reference

Files collected by the IBM Support Assistant