Open a PMR

From WIKI for BlogSphere, a Lotus Domino Blog

Before explaining how to open a PMR we have to clarify some facts.

It is a fact that IBM sells Lotus Software using the Passport Advantage license model. This basically means, that if a customer buys Lotus Software he buys that piece of software including software maintenance and software support for one year. After that year he has to pay a much smaller amount of money to renew that license for another year.

When buying Lotus Software, you fill in a form (Passport Advantage order form) stating a Site Technical Contact. This STC will be granted access to the Electronic Support Request System ESR. ESR is used to open and track a Problem Management Record, PMR.

Get access to ESR

Visit the ESR page [1] and click on the ESR link. [2]

Now log in using or register a new account using your email-address as username. If you had to register, complete the registration process. After logging in the first time you will be asked to provide your IBM customer number (ICN) to submit a self nomination. This process will send an email notification to your STC. Now he has to approve or decline your request. It is a good idea to let your STC know that you were requesting access.

How to handle problems with ESR

If you have problems with ESR, contact the ESR helpdesk: [3]