Support

Signing up for notifications about WebSphere Automation

You can be informed of critical IBM software support updates by using the My Notifications subscription service. For more information, see Stay up to date with My Notifications on the IBM website.

To subscribe to products of your choice, see My Notifications.

Opening a support case with IBM

Before you contact IBM Support, check Troubleshooting documentation.

To learn more about IBM Support, see the IBM Support Guide and the Getting Started Guide for IBM Support.

To open a support ticket, you must have an active entitlement for WebSphere Application Server traditional.

Before you open a support case, if you are running in a cluster, collect MustGather data.

To open a support case with IBM, follow these steps.

1. Go to the IBM Support site.
2. From the menu bar on the header, click Open a case.
3. Log in with your IBMid and password.
4. Enter a meaningful Case Title that summarizes your problem.
5. Select IBM as the Product Manufacturer.
6. Select WebSphere Application Server traditional as the Product for which you need assistance from the support team.

7. Select the appropriate Severity of the problem. For more information about problem severity, see IBM Enterprise Support Severity Definitions.

   Note: The case severity is based on the business impact of the problem. If you set the case severity as 1, you must be available 24 hours a day to work with IBM Support on the issue.
8. Select the Account that has the entitlement for WebSphere Application Server traditional.
9. Provide a detailed Case Description of your problem. A detailed description can help support understand your problem more accurately and thus provide quicker solutions or answers. The following information is crucial:
   • WebSphere Application Server traditional product version
   • Operating system
   • Steps to reproduce the issue
10. Upload the tar.gz file with the results of the diagnostic scan that you ran in the previous step in one of the following ways:
    • Upload a file during the case creation
    • Send large files to Enhanced Customer Data Repository (ECuRep)
11. Select the language preferences.
12. Click Submit a case.
    Note: Open a case for each problem that you need assistance with. Do not add new issues to an existing case for which you are already engaged with the support team. Clearly and completely define the issue to reduce confusion for the support team.

Understanding support lifecycle policies