A Passion for Customer Satisfaction

1. What is ESR?

  ESR (Electronic Service Request) is a service that is  available to IBM customers to report issues

on all software brands such as  Information Management, Lotus, Rational, Tivoli  and WebSphere.

How does ESR benefit  you?
  Are you responsible for supporting IBM Software? Then ESR is  your friend for the following reasons:

 

• You can submit PMRs (Problem Management Report) on  demand, 24 hours a day,
  7 days a week,365 days a year.

 
• Monitor and update all Open PMRs (even the ones  opened by phone)
 
• Describe the issues in your own words and attach  logs and dumps (no more emails)
 
• You will no longer have to hunt for your  Customer Number or worse Your Passport Advantage
  Number
 
• You will no longer have to chase down your Site  Coordinator and get his permission to submit
  a PMR
 
• And Last but not least …You will be in a much  calmer mode when your system is DOWN!
  And be able to concentrate in the problem  at hand.

How to get ESR?
  Very easy. You can set yourself up in ESR in 3 steps .
  Step 1 – Verify that you have a valid software support  contract in place
  Step 2 – Register with IBM to obtain an IBM userid and  password at:
  https://www.ibm.com/account/profile/us?page=reg
  Step 3 - Register yourself at the ERS website
  1. Go to the IBM Software  Support Web site at www.ibm.com/software/support/
  2. Select the Open  service request link from the support task navigator.
  3. Select ESR.
  4. Enter your IBM ID and  password

  The real secret is to get yourself listed as an Authorized  Caller in ESR.

How can  Zobrist benefit you?
  We can submit PMR on your behalf if you list Zobrist  Consulting as your designated Business
Partner in your ESR profile. In many  cases, we already have a relationship with you as a customer
and we also have a  profile in ESR. When we are both set up in ESR, we can help you manage the PMRs  with IBM, provide the right log files and core dumps required, obtain the patch  or fixpacks, help you apply them and test. Let us take the grunt work out of  your hands and simplify the PMR process for you.
  Remember that you are in the driver’s seat at all  times. We just make sure everything works to
keep you cruising.

For an in-depth description of How to Use ESR, review this article:

 Click here to open ESR PDF Document

Still lost? Call us at 818-781-8778 and ask for Yiguo Wu  or email him at ywu@zobristinc.com