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Status Future consideration
Workspace IBM Z and LinuxONE Systems Hardware
Categories HMC/Support Element (SE)
Created by Guest
Created on Mar 8, 2024

RELATED IDEAS

Additional information is needed when changeing the customer contact information

It would be good to have some kind of message that if adding or changing the contact information on the HMC/SE, it must have a match with a contact in the IBM customers portal.

The problem is that customers are possibly not aware that the date on the HMC/SE should also exsists as a registered user (community user) in the IBM portal.
IBM tries to find a contact match looking at the name, email and phone and only if all of the three items matching, then IBM has a valid contact for the case.

Here some additional information to that topic.

General information for all IBM products, Call Home Contacts: Guideline and Best Practices documentation for clients

https://www.ibm.com/support/pages/node/6492597


How to Correct Inaccurate Customer Information in Cases Opened through HMC/SE Call-Home

https://www.ibm.com/support/pages/node/6489877


https://www.ibm.com/mysupport

Getting Started and Quick Links

https://www.ibm.com/mysupport/s/article/Getting-Started-Guide


Idea priority Low
  • Guest
    Reply
    |     Apr 2, 2024

    Marek's idea is an attempt to connect clients with SUPPORT. Which afterall, is the key value of call home - the ability to engage IBM Support immediately, which includes the ability of IBM to collaborate with the client. Since 1Q/2019, the IBM Support site has brought news ways of providing support. Our HW messages should facilitate that collaboration as suggested in this idea.

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