r2 - 2019-04-23 - 21:08:17 - Main.jsaulmanYou are here: TWiki >  Deployment Web > ELMSaaS > CaseAccess

Case Access todo.png

Authors: JerrySaulman, StevenBeard

IBM Sales, Account Managers and CSMs can obtain read-only access to lookup or review customer cases in the IBM Support community through Case Viewer. Obtaining access to Case Viewer is a simple 3 step process that includes manager approvals. This is to insure IBM conforms with GDPR Access Control Criteria provided by the Trust Policy Service (TPS).

Case Viewer Access Request

  1. Login to BERT using your w3 credentials: https://ibm.biz/bert-admin
  2. Select IBM Case Viewer from the application list and follow the instructions. Manager approval is required.

Customer Advocate Access Request

  1. Login to BERT using your w3 credentials: https://ibm.biz/bert-admin
  2. Scroll down the list and click on Data Privacy - Customer Advocate
  3. Enter your IBM Intranet e-mail address and click Submit

Add ICN/Country combinations as necessary to support your customers

  1. You will need to know your customer's ICN (IBM Customer Number).
  2. If you do not know your customer's ICN, you can look it up in Fastpass: http://w3.ibm.com/software/xl/fastpass
  3. It is important to make sure you use the correct ICN associated with the customer's SaaS order in SQO. This can be verified by the IoT SaaS Back Office or someone from CDS operations (if needed).
  4. Once you have your customer's ICN number, go to TAT: https://tps.w3-969.ibm.com/tools/support/tat/welcome
  5. Click Add customer advocate
  6. There you will need to enter the Customer Number (ICN), the correct Customer Country, and then click the Add button
  7. Add all the ICN/Country combinations necessary to support your customers.

Once you have completed these three steps and obtained the approvals, you should be able to login to case viewer to view your customer's case history. The URL for IBM Case Viewer is: https://ibm-case-viewer.w3ibm.mybluemix.net/

Related topics: Engineering Lifecycle Management SaaS home, Deployment web home, Deployment web home

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