Welcome to the IBM® Engineering Lifecycle Management SaaS Information Page (ELM SaaS)
Rosa Naranjo, Support Delivery Manager
Drew Ferris, Operations Manager
Last updated: 9 March, 2022
What’s New?
Welcome:
We’ve created this page to supplement the Welcome Letter received when your team joined our On-Cloud Solution for Engineering Lifecycle Management. We aim to ensure you find strong value and a pleasing experience with our solution.
Application Administration
- The jazz administrators are key to the success of your solution and have ownership of the following:
- Coordination and Communication: The Jazz Admin is the key resource for communication to user communities regarding usage, best practices, upcoming maintenance and outage windows. Your designated contact(s), the two jazz administrators provided to IBM, will be notified of maintenance activities, including any necessary outage time.
- If the Jazz Admin for your company has changed, please open a ticket, so we can change our records and ensure communication and notification on environment activities.
- Each Site should have a primary and secondary contact on file.
- User Administration: The Jazz Admin is responsible for adding and deleting users from the list of those authorized to authenticate and use the environment, including security group permissions.
- To add new users and reset passwords on the environment please follow this: Getting Started
- Coordination and Communication: The Jazz Admin is the key resource for communication to user communities regarding usage, best practices, upcoming maintenance and outage windows. Your designated contact(s), the two jazz administrators provided to IBM, will be notified of maintenance activities, including any necessary outage time.
- To successfully leverage the many capabilities of this offering please refer to the overview of Engineering Lifecycle Management.
Troubleshooting & Fix Validation:
- The Jazz Admin should work with IBM Support to help reproduce problems. Due to the unique configurations, customization ability and unique data in each environment, reported problems may not be reproducible outside your environment. In this situation, you may be asked to gather additional information to help in troubleshooting. This may include enabling debug settings in your browser or generating HAR files, etc. to share with IBM Support.
- User testing: Client testing and validation after a fix is applied, or after an upgrade is essential. Since this environment is a single tenant deployment and due to unique configurations, customization’s and data, it is necessary for customers to test their common use cases when a fix, configuration change, or upgrade has been delivered.
Offerings
- See the ELM SaaS Service Description for more information on what is included with each tier.
Project Administration
- The Jazz Admin has the responsibility to appoint a Project Administrator (Project Admin)
- The Project Administrator has the following Responsibilities:
- Administrating Lifecycle Projects:
The Project Admin is responsible for the creation and maintenance of projects, including configuration of security settings
- Work Item configuration:
The Project Admin is responsible for the configuration for the purpose of tailoring and customizing work items to suit your business needs.
- Report builder:
The Project Admin is responsible for the configuration of reports and for tailoring and customizing reports views to suit your business needs
- Administrating Lifecycle Projects:
Technical Support
- To Create a Support Ticket, you will first need to create an IBM ID.
- For technical support, please sign into the IBM Support Community at https://www.ibm.com/mysupport
- Sign into the IBM Support Community at https://www.ibm.com/mysupport
- If you have not already, you must first register a product.
- Enter your Customer number (ICN)
- Enter your country / region
- Select “Go to my cases”
- You can select to create a new case here.
- For IBM ID Information
- Your IBM ID consists of your e-mail address and a password you create. It provides access to IBM applications, services, communities, support, on-line purchasing, and more.
- Where can I learn more about an IBM ID? Please visit our frequently asked questions regarding an IBM ID – IBM ID FAQ.
- Support Community Videos:
- https://www.onlinedigitallearning.com/course/view.php?id=4720
You will find a video course that has short videos on the following topics- Create an IBM ID
- Requesting access to your company’s IBM Support account
- Administrators: Managing your IBM Customer Number (ICN)
- Introducing the IBM Support Community: Open and manage cases
- Introducing the IBM Support Community: Search
- Introducing the IBM Support Community: Forums
FAQ’s and Other Info
- For Licensing, subscription, and overages for IBM® Engineering Lifecycle Management Extended SaaS (ELM SaaS)
- For Billing issues, send an email to the iotsaas@us.ibm.com
- For Cloud Service Terms
Drew Ferris | Operations Manager | aferris@us.ibm.com |
Rosa Naranjo | Support Delivery Manager | rosy@us.ibm.com |
Dashboards and work items are no longer publicly available, so some links may be invalid. We now provide similar information through other means.
Learn more here.