Troubleshoot and support > IBM Support Assistant
Use the IBM Support Assistant to manage problem records
The assistant is used to create Problem Management Records (PMRs) and conveniently attach files to the PMR for IBM support personnel analysis.
Before you begin
You must have an Electronic Service Request (ESR) account setup. See WebSphere support.
Procedure
- Install the IBM Support Assistant and the WebSphere Commerce plug-in for the ISA.
- Start the IBM Support Assistant.
- From the Welcome page, click Collect and Send Data. Click the Service Requests tab, then click Open a New Service Request. The Service page displays.
- Click on Log into ESR under Electronic Service Requests. The Logon page displays.
- Enter the IBM ID, password, IBM customer number, and country. Click Login.
- The Support Assistant attempts to log you into the ESR. When you are authenticated, we will see a Submit Problem Report panel.
- Enter all required fields for the PMR.
- 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
Installing and starting the IBM Support Assistant
Use the IBM Support Assistant search facility
Use IBM Support Assistant to access WebSphere Commerce Web sites
Use the IBM Support Assistant to collect data
Related reference
Files collected by the IBM Support Assistant