Upcoming Transition to the IBM Support Portal
We are reaching out to remind you of upcoming changes for Apptio support.
What is changing?
As part of the IBM family, Apptio is making some changes to better serve you. The Apptio
Support Portal and Targetprocess Service Desk are being consolidated into the IBM Support Portal. We will provide additional guidance on timing and coordination as we get closer to the transition date.
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.
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 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 Apptio Support Portal.
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 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.
a. Go to www.ibm.com/support
b. Click on the person icon in the upper right corner of the page
c. Click on Profile & Settings.
d. Select the Cases tab
e. Check the box for Enhanced Email
f. 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 Apptio Support Portal and Targetprocess Service Desk, or in-app support links.
If you encounter difficulty in registering your IBMid please contact the IBMid Worldwide Help Desk:
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.
Regards,
Apptio Global Support Team