6.2.3 IBM Support Assistant Service component The Service component of IBM Support Assistant performs three distinct tasks: Acts as the preferred data collection mechanism for gathering all logs and information required to do problem determination for a particular issue. Provides access directly to the IBM Electronic Service Request (ESR) tool, which enables entitled customers to open or update problem tickets with IBM Support. Enables inline transmittal of collected problem data through FTP to IBM Support FTP sites. Figure 6-7 shows the Service tab.