IBM Systems Director Service and Support Manager

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1 IBM Systems IBM Systems Director Service and Support Manager Version 6.3

2

3 IBM Systems IBM Systems Director Service and Support Manager Version 6.3

4 Note Before using this information and the product it supports, read the information in Notices on page 105. This edition applies to version 6, release 3, modification 0 of IBM Systems Director Service and Support Manager (product number S) and to all subsequent releases and modifications until otherwise indicated in new editions. Copyright IBM Corporation US Government Users Restricted Rights Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.

5 Contents About this publication v Conventions and terminology v IBM Systems Director Service and Support Manager Overview of Service and Support Manager Accessibility features for Service and Support Manager What's new in Service and Support Manager.. 2 Security for Service and Support Manager... 7 Service and Support Manager problem reporting. 9 Service and Support Manager inventory reporting Service and Support Manager Performance Management data reporting Support file data collectors Software quality data for Service and Support Manager Service and Support groups Planning for Service and Support Manager Hardware and software requirements for Service and Support Manager Systems and resources eligible for monitoring by Service and Support Manager Migrating to Service and Support Manager 6.3 from a previous version of Service and Support Manager Installing Service and Support Manager version Configuring Service and Support Manager Activating Electronic Service Agent Enabling a system for monitoring by the Service and Support Manager Configuring SSO credentials for eligible IBM i partitions on Power Systems Configure notification for Service and Support Manager using automation plans Optimizing your problem reporting environment for Service and Support Manager Optimizing your problem reporting environment for multiple IBM Systems Director management servers Managing Service and Support Manager Manage contact information for Service and Support Manager Manage location information for one system or multiple systems Manage IBM IDs used by Service and Support Manager Manage problem reporting for Service and Support Manager Manage inventory reporting for Service and Support Manager Manage support files using Service and Support Manager Manage Performance Management data reporting for Service and Support Manager Manage Service and Support Manager events.. 51 Troubleshooting and support for Service and Support Manager General troubleshooting for Service and Support Manager Troubleshooting problem reporting for Service and Support Manager Troubleshooting monitoring for Service and Support Manager Service and Support Manager commands How to read syntax diagrams ssmimport command collectsptfile command lssptfile command lssvcproblem command rmsptfile command submitsptfile command Related information Notices Trademarks Index Copyright IBM Corp iii

6 iv Service and Support Manager

7 About this publication Conventions and terminology This book provides information about the installation and usage of the Service and Support Manager plug-in for IBM Systems Director. The Service and Support Manager plug-in is integrated with the Electronic Service Agent tool. These notices are designed to highlight key information: Note: These notices provide important tips, guidance, or advice. Important: These notices provide information or advice that might help you avoid inconvenient or difficult situations. Attention: These notices indicate possible damage to programs, devices, or data. An attention notice appears before the instruction or situation in which damage can occur. Copyright IBM Corp v

8 vi Service and Support Manager

9 IBM Systems Director Service and Support Manager Service and Support Manager is a plug-in for IBM Systems Director. Service and Support Manager automatically detects serviceable hardware problems and collects supporting data for serviceable hardware problems that occur on your monitored endpoint systems. The Electronic Service Agent tool is integrated with Service and Support Manager and transmits serviceable hardware problems and associated support files to IBM support. Service and Support Manager includes the following features: v Automatically detects serviceable hardware problems to IBM support for all monitored systems. v The integrated Electronic Service Agent tool securely transmits serviceable hardware problems, associated support files, and Performance Management data to IBM support. v Collects and securely transmits scheduled system inventory and diagnostic support files to an IBM database. This inventory information is available to IBM support representatives when they are solving your problem. v Communicates with IBM support using a secure connection using encryption and authentication. v Includes the option to send notifications when a serviceable problem is detected and service request is opened. Overview of Service and Support Manager This topic contains general and conceptual information about the Service and Support Manager plug-in, which is integrated with the Electronic Service Agent tool. Accessibility features for Service and Support Manager Accessibility features help users who have a disability, such as restricted mobility or limited vision, to use information technology products successfully. The Service and Support plug-in for IBM Systems Director supports the accessibility features that are supported in IBM Systems Director. When using JAWS screen reader with Service and Support Manager, follow these tips to improve JAWS usability: v Access IBM Systems Director Server using a supported Mozilla Firefox browser. v Enable accessibility features in the IBM Systems Director Web interface: 1. Open Settings > Navigation Preferences. 2. Turn on the following options: Enable tables for accessibility Play sound when data on the page changes Use resource table view as default view for topology perspectives 3. Click OK or Apply to save your settings. v Use the following JAWS key commands to navigate Actions menus when working with resource tables: Copyright IBM Corp

10 To move to the next menu item with focus and control, press and hold Shift + Ctrl keys while using the Up and Down arrow keys. To navigate to a sub-menu, navigate into a sub-menu list, press Alt + Right arrow key. For more information, see the Accessibility features for IBM Systems Director topic. What's new in Service and Support Manager This topic defines the enhancements to Service and Support Manager. What's new in Service and Support Manager version Service and Support Manager provides several new enhancements. Director agent serviceable events Service and Support Manager automatically detects Director agent serviceable hardware problems and collects supporting data that occur on your monitored endpoint systems. Integrated Management Module (IMM) serviceable events Service and Support Manager automatically detects IMM serviceable hardware problems and collects supporting data that occur on your monitored endpoint systems. Advanced Management Module (AMM) serviceable events Service and Support Manager automatically detects AMM serviceable hardware problems and collects supporting data that occur on your monitored endpoint systems. collectsptfile command Added code 21 An endpoint system must be specified to collect support files. Specify an endpoint system using -i, -n, or-m. Related concepts: AMM serviceable events on page 54 IMM serviceable events on page 70 Director agent serviceable events on page 72 Related reference: collectsptfile command on page 83 What's new in Service and Support Manager version Service and Support Manager provides several new enhancements. Problem reporting added for eligible IBM i partitions IBM i partitions with version V7R1 and PTF SI47798 or higher, on Power Systems managed by Hardware Management Console monitoring by Service and Support Manager in Service and Support Manager

11 Problem reporting added for eligible storage nodes IBM Flex System V7000 Storage Nodes are eligible for monitoring by Service and Support Manager in Additional support file data collectors Service and Support Manager has added support for additional support file data collectors. For a complete list, click the Support file data collectors topic link listed at the bottom of this page.manually associate a support file with a service request Additional support for out of band service processors Service and Support Manager can monitor additional out-of-band service processors in For more information click on the Systems eligible for monitoring by Service and Support Manager topic link listed at the bottom of this page. Related concepts: Systems and resources eligible for monitoring by Service and Support Manager on page 24 Related reference: Support file data collectors on page 18 What's new in Service and Support Manager version Service and Support Manager provides new enhancements. Additional support file data collectors Service and Support Manager has added support for additional support file data collectors. For a complete list, click the Support file data collectors topic link listed at the bottom of this page. Additional support for out of band service processors Service and Support Manager can monitor Chassis Management Modules and eligible x86 compute nodes with an IMM V2 service processor. For more information click on the Systems eligible for monitoring by Service and Support Manager topic link listed at the bottom of this page. Related concepts: Systems and resources eligible for monitoring by Service and Support Manager on page 24 Related reference: Support file data collectors on page 18 What's new in Service and Support Manager version Service and Support Manager provides a number of new features and enhancements. New event types Service and Support Manager has added new events that allow users more control over the criteria they want to view or receive notification for. For more information IBM Systems Director Service and Support Manager

12 click on the Manage Service and Support Manager events topic link listed at the bottom of this page. Verify DSA status A new status has been added to the Service and Support Manager summary page. This status indicates whether or not the version of Dynamic System Analysis data collectors shipped with Service and Support Manager are current. For more information click on the Verify DSA status topic link listed at the bottom of this page. New support file management capabilities The Manage support files page has been enhanced and you can perform the following new tasks: Upload to FTP Server Allows you to upload one or more collected support files that are stored in the support file cache on the IBM Systems Director management system to an FTP server. Download Allows you to download and save collected support files to your local workstation using a Web Browser such as Microsoft Internet Explorer or Firefox. New support file data collectors Service and Support Manager has added support for additional support file data collectors. For a complete list, click the Support file data collectors topic link listed at the bottom of this page. Monitoring support for scalable partitions and out of band service processors Service and Support Manager can monitor eligible IMM managed scalable partitions, as well as several out of band service processors such as AMM, IMM, RSA, and more. For more information click on the Systems eligible for monitoring by Service and Support Manager topic link listed at the bottom of this page. Related concepts: Systems and resources eligible for monitoring by Service and Support Manager on page 24 Related tasks: Verify DSA status on page 50 Manage Service and Support Manager events on page 51 Related reference: Manage support files using Service and Support Manager on page 48 Support file data collectors on page 18 What's new in Service and Support Manager version Service and Support Manager provides a number of new features and enhancements. 4 Service and Support Manager

13 Performance Management data reporting Service and Support Manager collects Performance Management data from eligible Power Systems with an AIX operating system. Service and Support Manager uses the integrated Electronic Service Agent tool to securely transmit collected Performance Management data to IBM support. For more information click on the Performance Management data reporting topic link listed at the bottom of this page. Manually submit a service request By default, Service and Support Manager will automatically detect and transmit serviceable hardware problems to the IBM service provider. However, if you are aware of a serviceable condition on a system that is monitored by Service and Support Manager that you feel requires attention, and you have determined that this condition has not been automatically detected and reported, you can manually open a service request and submit that request to the IBM service provider. For more information click on the Manually submit a service request using Service and Support Manager topic link listed at the bottom of this page. Enable or disable reporting types for an individual monitored resource The Service and Support tab has been enhanced and you can now enable and disable problem reporting, inventory reporting, and Performance Management data reporting for each individual resource monitored by Service and Support Manager. For more information click on the following topic links listed at the bottom of this page: v v v Enable or disable problem reporting for an individual Service and Support Manager monitored resource. Enable or disable inventory reporting for an individual Service and Support Manager monitored resource. Enable or disable Performance Management data reporting for an individual Service and Support Manager monitored resource. Changes to monitoring and Service and Support groups Service and Support Manager begins automatically monitoring for serviceable hardware problems as soon as the product is installed, and running the Service and Support Getting Started Wizard is no longer required to activate automatic monitoring. However, the Service and Support Getting Started Wizard is required to configure the Electronic Service Agent tool which is integrated with Service and Support Manager to securely transmit serviceable hardware problems and associated support files, inventory, and Performance Management data to IBM support. Service and Support Manager continues to use the following groups: Excluded Systems, Monitored Systems, and Unknown Systems. However, Service and Support Manager has removed the use of two groups: Eligible Systems and Suspended Systems. For more details on how monitoring has changed, and for more information on how Service and Support Manager migrates resources in removed groups to the Monitored Systems group, see the Migrating to Service and Support Manager from a previous version of Service and Support Manager topic link listed at the bottom of this page. IBM Systems Director Service and Support Manager

14 Related concepts: Service and Support Manager Performance Management data reporting on page 17 Migrating to Service and Support Manager 6.3 from a previous version of Service and Support Manager on page 27 Optimizing your problem reporting environment for multiple IBM Systems Director management servers on page 37 Related tasks: Manually submit a service request using Service and Support Manager on page 44 Enable or disable problem reporting for an individual Service and Support Manager monitored resource. on page 43 Enable or disable inventory reporting for an individual Service and Support Manager monitored resource on page 45 Enable or disable Performance Management data reporting for an individual Service and Support Manager monitored resource. on page 50 What's new in Service and Support Manager version 6.2 Service and Support Manager 6.2 provides a number of new features and enhancements. Manage support files When a serviceable hardware problem occurs on a monitored endpoint system, Service and Support Manager detects the problem and collects hardware problem data from the monitored endpoint system and stores this data in the form of a support file that can later be transmitted to the IBM service provider for diagnostic purposes. In version 6.2, Service and Support Manager allows you to view all support files, manually collect additional support files, and to manually submit collected files to the IBM service provider for analysis. For more information click on the Manage support files topic link listed at the bottom of this page. Expanded eligibility for support file data collectors Service and Support Manager utilizes different data collection services to collect support files from endpoint systems. Systems running Red Hat Enterprise Linux with sosreport version 1.7 or newer are eligible for sosreport data collection. Service and Support Manager runs the /usr/sbin/sosreport command on the eligible monitored system. For more information click on the Support file data collectors topic link listed at the bottom of this page. Service and Support Manager smcli commands Service and Support Manager includes a library of smcli commands that you can use to manage support files. For more information click on the Service and Support Manager commands topic link listed at the bottom of this page. Software quality data Service and Support Manager can provide software quality data to the IBM service provider for analysis. For more information click on the Software quality data for Service and Support Manager topic link listed at the bottom of this page. 6 Service and Support Manager

15 Expanded eligibility for monitoring Linux on Power Systems with Common Agent installed are now eligible for monitoring by Service and Support Manager. For more details click on the Systems eligible for monitoring by Service and Support Manager topic link at the bottom of this page. Updates to the Problems view The Problems view has been enhanced to display: Recommendations The Recommendations tab displays when a serviceable hardware problem occurs on an IBM BladeCenter chassis. The Recommendations tab will generate a link to an error code that corresponds to the associated problem. Service log The Service tab has been updated with the Service Log. The service log displays a list of all messages associated with the serviceable hardware problem you are viewing. The service log keeps a history of all messages associated with the problem for the entire life cycle of the problem, and can be used to view the history of a problem until that problem is deleted. Enhancements to Inventory collection and reporting Inventory is now scheduled to be reported weekly rather than daily (this setting will not effect any existing custom schedule that has already been created). Inventory events now provide more details about the success or failure of inventory reporting for one or more systems. For more information on scheduling inventory collection and reporting, manually submitting inventory, and viewing inventory events, see the Manage inventory reporting topic listed below. Related concepts: Systems and resources eligible for monitoring by Service and Support Manager on page 24 Software quality data for Service and Support Manager on page 21 Related tasks: Manage inventory reporting for Service and Support Manager on page 45 Related reference: Manage support files using Service and Support Manager on page 48 Support file data collectors on page 18 Service and Support Manager commands on page 79 Security for Service and Support Manager When using Service and Support Manager, ensure you consider the privacy of your information, the security of the information you transmit to IBM support, and user security. This topic provides details about the privacy of your information and the security of support files and inventory you transmit to IBM support. Additionally, this topic covers how access to IBM Systems Director users groups limit or restrict access to some tasks in Service and Support Manager. For a more detailed look at security, see the IBM Systems Director Service and Support Manager Security Considerations white paper listed below IBM Systems Director Service and Support Manager

16 8 Service and Support Manager Information privacy The service information you provide to IBM support will remain private. Only authorized IBM support personnel and those people specifically authorized by you have access to this information. The service information that is gathered by IBM support is collected from the contact information you provide to Service and Support Manager and the support files and inventory Service and Support Manager collects from monitored systems. It is also gathered from phone calls with the IBM Support Center, pre-sales specialists, administrative clerks, and other groups within IBM. These IBM groups have electronic access to the information so that they can prepare for and perform advanced problem determination to more efficiently serve you. The service information collected by Service and Support Manager includes the following: v v Your support contact information, including names, phone numbers, and addresses Software listings Service information does not include the following: v Collection or transmission of any of your company's financial, statistical, or personnel information v Client information v Your business plans Information transmission security The problem information and service information you send to IBM support is safe and secure. Service and Support Manager has the ability to collect problem and service information and send it to IBM support on a scheduled basis. Service and Support Manager transactions are outbound requests sent using the security of Hypertext Transfer Protocol Secure (HTTPS). When transmitting large files, transactions are sent using File Transfer Protocol over SSL (FTPS). Service and Support Manager initiates all outbound and inbound transactions. Service and Support Manager initiates a connection with IBM support and then IBM support replies. IBM support will reply that it received a transmitted problem support files and may also send more information about the problem, (e.g. a PMR number), but IBM support never initiates a connection to Service and Support Manager. During the activation and setup of Service and Support Manager, you select to transmit this information using a direct or proxy connection. Service and Support Manager uses the IBM Systems Director management system's connectivity environment, including any firewalls that the system has established. Tip: For more information about initial setup, see: Preparing firewalls and proxies for IBM Systems Director. User roles and access to restricted tasks Service and Support Manager uses the default IBM Systems Director users groups to limit or restrict access to some tasks. Access to particular resources or tasks is governed by restrictions based on the user ID or user group membership and the roles that are defined for each user. Service and Support Manager requires either smadmin or smmgr user authority in order to manage monitored systems, contact information, and settings. User groups with less authority than smadmin or smmgr

17 allow a user to view some information, but most actions and tasks will be disabled, and settings and contact information will not be accessible. For more information see the Users and user groups in IBM Systems Director link listed below. Related concepts: Users and groups Service and Support Manager inventory reporting on page 13 Related tasks: Preparing firewalls and proxies for IBM Systems Director IBM Systems Director Service and Support Manager Security Considerations Service and Support Manager problem reporting Service and Support Manager automatically detects serviceable hardware problems and collects supporting data for serviceable hardware problems that occur on your monitored endpoint systems. The Electronic Service Agent tool is integrated with Service and Support Manager and transmits serviceable hardware problems and associated support files to IBM support. This topic provides an overview of problem reporting and provides a scenario that details how problem reporting is handled for different monitored endpoint systems across your IBM Systems Director managed environment. Problem reporting overview The Electronic Service Agent tool is integrated with Service and Support Manager, and is packaged and runs within Service and Support Manager on the IBM Systems Director management server. Service and Support Manager automatically monitors systems within the Service and Support Manager monitored environment. How problem data is collected When a serviceable hardware problem occurs on a monitored endpoint system, Service and Support Manager detects the problem and collects hardware problem data from the monitored endpoint system and stores this data in the form of a support file that can later be transmitted to IBM support for diagnostic purposes. Service and Support Manager uses different data collectors depending on the operating system of the endpoint system. All support files are stored in a support file cache on the IBM Systems Director management system. Note: For more information about the type of information that is collected by Service and Support Manager and stored in support files that are transmitted to IBM support, click the Support file data collectors topic link located at the bottom of this page. How problems and associated support files are transmitted to IBM support After Service and Support Manager detects a serviceable problem and collects support files, Electronic Service Agent, which is integrated with Service and Support Manager, securely transmits any serviceable hardware problems and associated support files to IBM support. Note: By default, Electronic Service Agent will automatically report serviceable hardware problems to IBM support. However, you can configure problem reporting settings to disable automatic problem reporting and require users to IBM Systems Director Service and Support Manager

18 submit problems manually. For more information see the Manually report problems to IBM support topic link located at the bottom of this page. Note: Service and Support Manager transactions are outbound requests sent using the security of Hypertext Transfer Protocol Secure (HTTPS). When transmitting large files, transactions are sent using File Transfer Protocol over SSL (FTPS). For more information, see the Security topic link located a the bottom of this page. Problem reporting scenario The following scenario describes how a serviceable hardware problem is detected, how support files are collected, and how the serviceable hardware problem and any associated support files are transmitted to IBM support. This scenario will use the example of a fan failure occurring on a system that is currently within the IBM Systems Director managed environment (this includes systems that may not be eligible for monitoring by Service and Support Manager, but are available to be managed through IBM Systems Director). Note: The following scenario assumes you are using a single IBM Systems Director management server to manage your monitored endpoint systems. If you are using more than one management server to manage your environment, it is recommended that you choose one management server to handle problem reporting and disable problem reporting on any additional management servers. For more information see the Optimizing your problem reporting environment for multiple IBM Systems Director management servers topic link located at the bottom of this page. The image below provides a visual diagram showing the problem reporting flow for systems that are both eligible and ineligible to be monitored by Service and Support Manager, and descriptive text is available below the image for each type of endpoint system experience the fan failure. 10 Service and Support Manager

19 IBM Systems Director managed environment IBM Systems Director A Windows on x86 B Linux on x86 C AIX or Linux on Power Systems (no IVM or HMC managed partitions) D AIX or Linux partitions on Power Systems managed by IVM with Electronic Service Agent Service & Support Manager Electronic Service Agent E BladeCenter chassis with x86 or AIX blade servers F AIX or Linux partitions on Power Systems managed by HMC with Electronic Service Agent Service Provider (IBM Support) FQM A) Windows on x86 This scenario applies to any eligible Windows operating system running on IBM System x hardware. A fan fails on a Windows operating system running on x86 hardware that is monitored by Service and Support Manager. This problem will automatically be detected by Service and Support Manager, and Dynamic System Analysis will be deployed onto the Windows endpoint system, where it will run and collect diagnostic information. This information is sent back to Service and Support Manager and stored as a support file. Electronic Service Agent will securely transmit the problem and any associated support files to IBM support. Important: There are recommendations that can help to ensure that Service and Support Manager is configured correctly to monitor your Windows endpoint system and that your environment is configured correctly for optimal problem reporting. For more details on setting up your environment see: Optimizing your problem reporting environment for Windows on x86 endpoint systems. B) Linux on x86 or x64 This scenario applies to any eligible Linux operating system running on IBM System x hardware. A fan fails on a Linux operating system running on x86 hardware that is monitored by Service and Support Manager. This problem will automatically be detected by Service and Support Manager, and Dynamic System Analysis will be deployed onto the system, where it will run and collect diagnostic information. This information is sent back to Service and Support Manager and stored as a support file. Additionally, if IBM Systems Director Service and Support Manager

20 the system is running Red Hat Enterprise Linux with sosreport version 1.7 or newer the /usr/sbin/sosreport command will be run, and the collected diagnostic information will be stored as a support file. Electronic Service Agent will securely transmit the problem and any associated support files to IBM support. Important: There are recommendations that can help to ensure that Service and Support Manager is configured correctly to monitor your Linux endpoint system and that your environment is configured correctly for optimal problem reporting. For more details on setting up your environment see: Optimizing your problem reporting environment for Linux on x86 or x64 endpoint systems. C) AIX or Linux on Power Systems with no Hardware Management Console or Integrated Virtualization Manager managed partitions A fan fails on an AIX or Linux on Power Systems system that is not managed by Hardware Management Console or Integrated Virtualization Manager. The system is monitored by Service and Support Manager. Service and Support Manager will detect the problem and the Snap Command will run on the AIX monitored system and collect data about the serviceable hardware problem. This data is sent back to Service and Support Manager and stored as a support file. Additionally, if the system is running Red Hat Enterprise Linux with sosreport version 1.7 or newer the /usr/sbin/sosreport command will be run, and the collected diagnostic information will be stored as a support file. Electronic Service Agent will securely transmit the problem and any associated support files to IBM support. Important: There are several prerequisite conditions that need to be met in order to ensure that Service and Support Manager is configured to monitor your AIX endpoint system and that your environment is configured correctly for optimal problem reporting. For more details on setting up your environment see: Optimizing your problem reporting environment for AIX endpoint systems. D) AIX partitions or partitions with Linux on Power Systems managed by Integrated Virtualization Manager with Electronic Service Agent Integrated Virtualization Manager managed AIX partitions and Integrated Virtualization Manager managed partitions on Linux on Power Systems are ineligible for monitoring by Service and Support Manager. All serviceable hardware problems will be reported to IBM support by the instance of Electronic Service Agent for Integrated Virtualization Manager. E) IBM BladeCenter chassis with x86 or AIX blade servers A fan fails on a IBM BladeCenter chassis that is monitored by Service and Support Manager. Service and Support Manager will detect the problem and collect data from the IBM BladeCenter chassis by collecting service information from Advanced Management Module and storing it in a support file. Electronic Service Agent will securely transmit the problem and any associated support files to IBM support. Important: There are recommendations that can help to ensure that Service and Support Manager is configured correctly to monitor your x86 or AIX IBM BladeCenter chassis endpoint system and that your environment is configured correctly for optimal problem reporting. For more details on setting up your environment see: Optimizing your problem reporting environment for x86 or AIX IBM BladeCenter chassis endpoint systems. 12 Service and Support Manager

21 F) AIX partitions or partitions with Linux on Power Systems managed by a Hardware Management Console with Electronic Service Agent AIX partitions or partitions with Linux on Power Systems managed by Hardware Management Console are ineligible for monitoring by Service and Support Manager. All serviceable hardware problems will be reported to IBM support by the instance of Electronic Service Agent running on the Hardware Management Console. Related concepts: Systems and resources eligible for monitoring by Service and Support Manager on page 24 Service and Support Manager inventory reporting Security for Service and Support Manager on page 7 Optimizing your problem reporting environment for multiple IBM Systems Director management servers on page 37 Optimizing your problem reporting environment for AIX endpoint systems on page 33 Optimizing your problem reporting environment for IBM BladeCenter chassis with x86 or AIX blade servers on page 34 Optimizing your problem reporting environment for Linux on x86 or x64 endpoint systems on page 35 Optimizing your problem reporting environment for Windows on x86 endpoint systems on page 36 Related tasks: Manually report problems to IBM support on page 43 Manage problem reporting for Service and Support Manager on page 42 Related reference: Support file data collectors on page 18 Service and Support Manager inventory reporting This topic contains information about how inventory collected by IBM Systems Director is reported to IBM support by the Electronic Service Agent tool integrated with Service and Support Manager. Inventory collection IBM Systems Director Server establishes connections with network-level resources, such as computers, switches, or printers, that have already been discovered and collects data about the hardware and software that is currently installed on those resources such as physical, logical, and virtual hardware; software applications, operating systems, middleware, firmware, BIOS, and diagnostic information; network information; and system-contained resources. For more information about collecting and viewing inventory from resources, see the Collecting and viewing inventory data topic listed below. Inventory reporting After inventory collection has been configured for IBM Systems Director managed systems, when you add these systems to the Service and Support Manager monitored group, Electronic Service Agent will securely transmit the collected inventory to the IBM service provider. Service and Support Manager will check to ensure that the inventory collected by IBM Systems Director matches the most recent inventory submitted to the IBM service provider. Service and Support IBM Systems Director Service and Support Manager

22 Manager runs a daily scheduled task called Electronic Service Agent Send Service Information, which checks to ensure that the inventory collected by IBM Systems Director matches the most recent inventory submitted to the IBM service provider. If the inventory collected and stored on the IBM Systems Director management system has been updated or changed, and does not match the inventory stored by IBM support, Electronic Service Agent will securely transmit the updated inventory data to IBM support, ensuring support has the most recently collected inventory for diagnostic purposes. Note: All transmissions to IBM support are sent using the security of Hypertext Transfer Protocol Secure (HTTPS). For more information, click the link to the Security topic located at the bottom of this page. Note: For more information on viewing inventory events, changing the date, time, or frequency for when the scheduled inventory task called Electronic Service Agent Send Service Information runs, or manually collecting and reporting inventory, click the link to the Manage inventory reporting topic located at the bottom of this page. Inventory reporting scenario The following scenario describes how inventory is reported to the IBM service provider for systems within a customer's IBM Systems Director managed environment. The image below provides a visual diagram showing the inventory reporting flow for systems that are both eligible and ineligible to be monitored by Service and Support Manager. Note: The following scenario assumes you are using a single IBM Systems Director management server to manage your monitored endpoint systems. If you are using more than one management server to manage your environment, it is recommended that you choose one management server to handle inventory reporting and disable inventory reporting on any additional management servers. For more information see the Optimizing your problem reporting environment for multiple IBM Systems Director management servers topic link located at the bottom of this page. 14 Service and Support Manager

23 IBM Systems Director managed environment IBM Systems Director A Windows on x86 B Linux on x86 C AIX or Linux on Power Systems (no IVM or HMC managed partitions) D AIX or Linux partitions on Power Systems managed by IVM with Electronic Service Agent Collected inventory Service & Support Manager Electronic Service Agent E BladeCenter chassis with x86 or AIX blade servers F AIX or Linux partitions on Power Systems managed by HMC with Electronic Service Agent Service Provider (IBM Support) FQM A) Windows on x86 Service and Support Manager runs a daily check to ensure that the inventory collected by IBM Systems Director matches the most recent inventory submitted to the IBM service provider. And if necessary, Electronic Service Agent will securely transmit the updated inventory data to IBM support, ensuring support has the most recently collected inventory for diagnostic purposes. Note: This scenario applies to any eligible Windows operating system running on IBM System x hardware. B) Linux on x86 Service and Support Manager runs a daily check to ensure that the inventory collected by IBM Systems Director matches the most recent inventory submitted to the IBM service provider. And if necessary, Electronic Service Agent will securely transmit the updated inventory data to IBM support, ensuring support has the most recently collected inventory for diagnostic purposes. Note: This scenario applies to any eligible Linux operating system running on IBM System x hardware. C) AIX or Linux on Power Systems with no Hardware Management Console or Integrated Virtualization Manager managed partitions Service and Support Manager runs a daily check to ensure that the IBM Systems Director Service and Support Manager

24 inventory collected by IBM Systems Director matches the most recent inventory submitted to the IBM service provider. And if necessary, Electronic Service Agent will securely transmit the updated inventory data to IBM support, ensuring support has the most recently collected inventory for diagnostic purposes. Note: AIX or Linux on Power Systems with Hardware Management Console or Integrated Virtualization Manager managed partitions are not eligible for monitoring by Service and Support Manager. E) AIX partitions or partitions with Linux on Power Systems managed by Integrated Virtualization Manager with Electronic Service Agent Integrated Virtualization Manager managed AIX partitions and Integrated Virtualization Manager managed partitions on Linux on Power Systems are ineligible for monitoring by Service and Support Manager. All inventory will be reported to the IBM service provider by the instance of Electronic Service Agent for Integrated Virtualization Manager. E) IBM BladeCenter chassis with x86 or AIX blade servers Service and Support Manager runs a daily check to ensure that the inventory collected by IBM Systems Director matches the most recent inventory submitted to the IBM service provider. And if necessary, Electronic Service Agent will securely transmit the updated inventory data to IBM support, ensuring support has the most recently collected inventory for diagnostic purposes. F) AIX partitions or partitions with Linux on Power Systems managed by a Hardware Management Console with Electronic Service Agent AIX partitions or partitions with Linux on Power Systems managed by Hardware Management Console are ineligible for monitoring by Service and Support Manager. All inventory will be reported to the IBM service provider by the instance of Electronic Service Agent running on the Hardware Management Console Viewing Inventory after it has been reported All inventory reported to the IBM service provider is available for you to view from the IBM Support Portal Web site. You can use the My Systems page to view inventory collected across all your systems (This tool requires an IBM ID to be associated with the instance of Electronic Service Agent). Note: It may take up to 24 hours from the time inventory is reported for it to appear on the IBM Support Portal Web site. For more information, see the IBM Support Portal link found below. Once you have navigated to the Web site, click About this site / Tours to view documentation on setting up notifications, viewing your systems, and searching for your inventory. 16 Service and Support Manager

25 Related concepts: Service and Support Manager problem reporting on page 9 Systems and resources eligible for monitoring by Service and Support Manager on page 24 Security for Service and Support Manager on page 7 Optimizing your problem reporting environment for multiple IBM Systems Director management servers on page 37 Related tasks: Collecting and viewing inventory data Manage inventory reporting for Service and Support Manager on page 45 Related reference: Troubleshooting and support for Service and Support Manager on page 52 Related information: IBM Support Portal Service and Support Manager Performance Management data reporting Service and Support Manager collects Performance Management data from eligible Power Systems with AIX or IBM i partitions. Service and Support Manager uses the integrated Electronic Service Agent tool to securely transmit collected Performance Management data to IBM support. Performance Management Performance Management for Power Systems helps automate the collection, archival and analysis of system performance data and returns capacity and performance reports and graphs that can help customers plan for and manage their system performance and resources. Performance Management collects system utilization, performance statistics and hardware configuration information. You can view the Performance Management data reporting settings for an individual monitored resource at any time by viewing the properties of a resource. For more information on how to view or modify Performance Management data reporting settings for resources that are monitored by Service and Support Manager, see the Enable or disable Performance Management data reporting for an individual resource topic listed at the bottom of this page. Eligibility Service and Support Manager can only collect and transmit Performance Management data from eligible Power Systems. To ensure that your Power Systems is eligible, be sure that you have met the PM for Power Systems requirements for AIX or IBM i. For example, the initial installation and setup of the PM AIX Collection Agent must be configured on the eligible AIX operating system in order for Service and Support Manager to consider the system eligible for collecting and transmitting Performance Management data to IBM support. For more information on Performance Management, including details on how to setup eligible AIX or IBM i Power Systems for Performance Management data collection, see the following Performance Management topic: IBM Systems Director Service and Support Manager

26 Related tasks: Enable or disable Performance Management data reporting for an individual Service and Support Manager monitored resource. on page 50 Support file data collectors Service and Support Manager utilizes different data collection services to collect support files from endpoint systems. By default, when Service and Support Manager detects a serviceable hardware problem, it automatically collects additional system information and stores this data as a support file. Electronic Service Agent integrated with Service and Support Manager will then automatically transmit the serviceable hardware problem and the associated support file to IBM support for diagnosis. However, there may be a case where additional support files were not collected because they were too large in size, or are not part of the automated process. You can manually collect a support file from a selected endpoint system, and then later associate the collected support file with an existing service request, and manually submit the file to IBM support. You can also collect large support files for analysis on your own local system. System x Dynamic System Analysis Service and Support Manager uses Dynamic System Analysis to collect data from IBM System x endpoint systems. When an event is triggered that requires more information, Service and Support Manager remotely uploads Dynamic System Analysis onto the endpoint system. Dynamic System Analysis is then run and system information is collected into a compressed XML file that is sent back to Service and Support Manager. The data is stored in the support file cache, and is submitted to IBM support by the Electronic Service Agent application. Note: Dynamic System Analysis can be manually collected at any time for analysis even if there is no serviceable hardware problem or service request to associate the DSA support file with. Dynamic System Analysis collects information about the following aspects of a system, if applicable: v System configuration v Installed packages v Kernel Modules v Network interfaces and settings v Performance data and details for running processes v Hardware inventory, including PCI and USB information v IBM LightPath status v Service Processor status and configuration v v v v v Vital product data, firmware, and basic input/output system (BIOS) information Drive Health Information ServeRAID configuration LSI RAID and controller configuration Event logs for the operating system, ServeRAID controllers, and service processors 18 Service and Support Manager

27 For more information about DSA, see the Dynamic System Analysis Installation and User's Guide. sos report System x monitored systems running Red Hat Enterprise Linux with sosreport version 1.7 or newer are eligible for sosreport data collection. Service and Support Manager runs the /usr/sbin/sosreport command on the eligible monitored system, and generates a compressed tarball of debugging information for the system it is run on and stores this information as a support file. In this case Electronic Service Agent would transmit both the Dynamic System Analysis support file and the sosreport support file. IMM service log The IMM service log contains service information collected in the form of a support file. This file is collected and associated with problems that occur in the following environments: v v X-Architecture compute nodes contained within a IBM Flex System Enterprise Chassis System x modular systems that have an Integrated Management Module version 2 service processor AIX and Linux on Power Systems snap Service and Support Manager uses the snap command to collect system data on AIX and Linux on Power Systems. The snap command gathers system configuration information and compresses the information into a pax file that is then sent to IBM support. For more information on snap, see the Snap Command AIX Documentation topic. sos report Linux on Power Systems running Red Hat Enterprise Linux with sosreport version 1.7 or newer are eligible for sosreport data collection. Service and Support Manager runs the /usr/sbin/sosreport command on the eligible monitored system, and generates a compressed tarball of debugging information for the system it is run on and stores this information as a support file. In this case Electronic Service Agent would transmit both the snap support file and the sosreport support file. IBM i partition on Power Systems managed by Hardware Management Console APAR Library Authorized Program Analysis Report (APAR) data is saved in a uniquely named APAR library. The aparlib command collects partition local problem error data saved in the APAR library from an eligible IBM i partition with version V7R1 and PTF SI47798 or higher, on Power Systems managed by Hardware Management Console. When collected automatically, the default option collects the primary APAR save file and a manifest file from the IBM i partition. Additional collection option are available when collecting the APAR library manually. You can collect both the primary APAR save file and a manifest file and a secondary APAR save file and manifest from the IBM i partition. A secondary APAR save file and manifest file will only be collected if one exists. Manual collection requires a unique 10 digit problem ID that is associated with the APAR. IBM Systems Director Service and Support Manager

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