IBM Service Request Help

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Frequently Asked Questions

  • How do I add my coworkers to a service request?
    When creating or updating a service request, select the "Update interested users" link which is to the left of the "Problem description" field. Select from the list of users who are also authorized to your IBM Customer Number in IBM Service Request.

  • Why doesn't my service request have a title?
    The title field in the SR tool is exclusive to service requests created in SR. If you created your service request by using the phone or some other method, then the title field will not be populated in SR. You can simply update the title while updating the service request in SR or add the title on the service request search results screen.

  • How long can I view closed service requests (PMRs) in SR?
    Service requests that have been closed are available to find as a closed request in SR for 28 days. After 28 days of inactivity, the closed service request can be found as an archived service request. The archived service request is available for one year. See the help information on searching service requests in SR to see how to find archived service requests.

  • Why can't I find my product when creating a new service request?
    Please see the help information for product selection. If you still are not able to find your product, please contact the SR Help Desk for further assistance.

  • What should I do if I don't receive my email verification code or it doesn't work?
    The first thing to check is your spam folder. The email with the verification code is sent from and has the subject "IBM Software Support registration: Please verify your email address". If you continue to have trouble receiving your verification code or the code doesn't work, please contact the SR Help Desk.

  • How do I gain access to my company's other support agreements/customer numbers in SR?
    See the steps to add customers numbers in IBM Service Request.

  • Why can't I see service requests submitted by my coworkers or service requests that I submitted via phone?
    You must have Full access to the IBM Customer Number (ICN) that was used to open the service request. See the access level help tab for instructions on how to view and change your access level.
    If you already have Full access to the customer number (ICN), please see information about how to search for service requests.