Upcoming Transition to the IBM Support Portal

What is changing?

As part of the IBM family, Apptio is making some changes to better serve you.  The Apptio Support Portal and Targetprocess Support Portal  are being consolidated into the IBM Support Portal. 

We want to assure you that the same great team will continue to provide support for your Apptio products.

When is the change taking place?

The transition will occur over the third weekend of September beginning at 12:00am EDT Sept. 21 (4:00am UTC Sept. 21).  We anticipate completion on Sept. 23.

What will be migrated?

Cases created after 1 Jan 2023, or closed after 1 Jan 2023, or still open on 21 September 2024.

How do I access my open cases after migration?

If you created an IBMid using the same email address which you used for Targetprocess support prior to the migration, cases you have created can be viewed in the IBM support portal once migration is complete. Please log into the IBM Support Portal once migration is complete to verify access to your cases and reply to any which may be awaiting a response from you. If you are unable to view your cases please refer to the “Where to get assistance for the transition process” section below.

How do I prepare?

Access to the IBM Support Portal requires an IBMid.

If you already have an IBMid, no further action is required at this time.

If you do not yet have an IBMid, you must create one to ensure seamless migration of your existing Apptio Targetprocess cases.  This step should be completed as soon as possible but no later than September 20.  When creating your IBMid, you must use the same email address you currently use for the Targetprocess Service Desk.

1. To create your IBMid go to Create an IBMid. 
2. Fill in the required fields.  Use the same email address you use for Apptio Targetprocess support access. And click Next.
3. If your company already has SSO integration with IBM your account has now been created automatically and you will be logged in immediately.  Proceed to Step 11.
4. Follow the instructions to verify your email address with the 7-digit code emailed to you.
5. Click Create Account.
6. Review the About your IBMid Account page.
7. Click Proceed.
8. Follow the instructions to verify your email (again) with the 6-digit code emailed to you.  This code will be mailed separately from the one used in step 4.
9. Click Verify.
10. You will be logged into the My IBM support page.  Note: You will have no products listed at this time.
11. We recommend enabling the Enhanced Email feature in order to maintain the same case email experience you see today.
    • Go to www.ibm.com/support
    • Click on the person icon in the upper right corner of the page
      
    • Click on Profile & Settings.
      
    • Select the Cases tab
      
    • Check the box for Enhanced Email
      
    • Click the Save button
12. Log out using the person icon in the upper right corner of the page.

Before the transition date, you will not be able to submit Apptio support requests in the IBM Support Portal.  Please continue to submit support requests as you do today via Targetprocess Service Desk or in-app support links. 

Where to get assistance for the transition process?

If you experience issues using the IBM Support Site including creating an IBMid, creating a case, etc; use the Get Help tile on the bottom right to report a problem submitting a case or registering for support. You may be asked for your IBM Customer Number. This can be obtained from your Apptio CSM or account contact.

1. At the bottom of any support portal page, in the "Still have questions?" section, click on "Get help". Not sure if you’re on a support page? Click here
   
2. Below the login prompt, click on the link to "Contact the IBMid help desk".
   
3. On the left menu, click on "Contact support".
   
4. Use the contact email or phone number for your region to get in touch with the IBMid / support portal help desk team.

Using the IBM Support Portal

For quick reference of the process to open, update, and manage support cases refer to the IBM Support Guide.

For detailed introductions on how to interact with the Support Portal please see the links below:

Video resources:

• How to Open a Case (4:31 minutes)
• Profile & Settings (4:08 minutes)
• Managing Support Access (3:05 minutes)
• Sorting and Filtering Cases (3:21minutes)

Online articles:

• How to Open a Support Case
• How to Update Cases
• Adding Users To A Case
• Escalating A Case

FAQ

1. Will I still be able to send an email to tp-support@apptio.com to create a new support request?
   No, new requests can only be created from IBM Support Portal.
2. Do all TargetProcess users in my Organisation need create their own IBMid?
   Every person who wishes to be able to contact Targetprocess technical support team should create their own IBMid.
3. Is Targetprocess Service Desk product affected?
   There are no changes Service Desk product. What is happening is that Targetprocess technical support team will be shutting down their own https://servicedesk.targetprocess.com/ environment of Service Desk and will start managing Targetprocess support cases in IBM Support Portal.
4. Can requesters outside of my organization also have access to the Service Desk?
   Requesters outside of your organization who are used to communicating with Targetprocess technical support team in Targetprocess Service Desk should also create their own IBMid.
5. Are all users and requesters notified by you or should administrators do it themselves?
   Everyone who had raised at least one request with Targetprocess technical support since 01-Jan-2020 was notified.
6. What will happen if somebody will not create an IBMid before the transition date?
   They will not longer be able to:
   • raise a new request with Targetprocess technical support team
   • interact with support on their current open cases
   • view cases submitted in the past
     They will regain all those abilities after they create their IBMid.
7. Do I need to create an IBM Id in order to have the Live Chat service?
   After the migration the Live Chat will be available only from IBM Support portal. Accessing Live Chat will require having IBMid. 
8. Would ideas / feature requests also be migrated to IBM Support Portal?
   No, IBM Support Portal is only used for support cases (questions, issues, incidents).
   From the 23 of September, please use https://ideas.ibm.com/ to post new ideas. Existing ideas will be moved at a later date.