IBM. IBM Flex System Manager Service and Support Manager (Electronic Service Agent) IBM Systems. Version 1.3.2

Transcription

1 IBM IBM Systems IBM Flex System Manager Service and Support Manager (Electronic Service Agent) Version 1.3.2

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3 IBM IBM Systems IBM Flex System Manager Service and Support Manager (Electronic Service Agent) Version 1.3.2

4 Fourth Edition (December 2014) Copyright IBM Corporation 2012, US Government Users Restricted Rights Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.

5 Contents Chapter 1. Overview of the IBM Flex System management node Before you begin Related documentation Notices and statements in this document Chapter 2. IBM Flex System Manager Service and Support Manager Overview of Service and Support Manager Security for Service and Support Manager... 5 Service and Support Manager problem reporting. 7 Service and Support Manager inventory reporting 7 Service and Support Manager Performance Management data reporting Software quality data for Service and Support Manager Service and Support groups Configuring Service and Support Manager Activating Electronic Service Agent Enabling a system for monitoring by the Service and Support Manager Configure notification for Service and Support Manager using automation plans 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.. 31 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 Searching messages Appendix. Getting help and technical assistance Before you call Using the documentation Getting help and information from the World Wide Web Software service and support Hardware service and support IBM Taiwan product service Notices Trademarks Important notes Particulate contamination Documentation format Telecommunication regulatory statement Electronic emission notices Federal Communications Commission (FCC) statement Industry Canada Class A emission compliance statement Avis de conformité à la réglementation d'industrie Canada Australia and New Zealand Class A statement. 93 European Union EMC Directive conformance statement Germany Class A statement Japan VCCI Class A statement Japan Electronics and Information Technology Industries Association (JEITA) statement Korea Communications Commission (KCC) statement Russia Electromagnetic Interference (EMI) Class A statement People's Republic of China Class A electronic emission statement Taiwan Class A compliance statement Index Copyright IBM Corp. 2012, 2015 iii

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7 Chapter 1. Overview of the IBM Flex System management node Before you begin IBM Flex System Manager management software is the software stack for managing multiple chassis that comes preinstalled on the Flex System Manager Types 7955, 8731, and 8734 management node. It provides a consistent interface that you can use to efficiently manage more than one chassis. The Flex System Manager Types 7955, 8731, and 8734 management node is supported in the Flex System Enterprise Chassis only. The Flex System Manager Types 7955, 8731, and 8734 management node comes with a limited warranty. For information about the terms of the warranty and getting service and assistance, see the Warranty Information document on the IBM Documentation CD. You can obtain up-to-date information about the management node at This documentation might be updated occasionally to include information about new features. Technical updates might also be available to provide additional information that is not included in the documentation. You can subscribe to information updates that are specific to the management node at The model number and serial number are on the ID label that is located next to the power LED on the management node bezel. They are also on a label on the side of the management node that is visible when the management node is not in the Flex System Enterprise Chassis. Use this background information to learn more about IBM Flex System Manager management software and Flex System Manager Types 7955, 8731, and 8734 documentation resources. Related documentation Use this information to identify and locate related documentation. This documentation contains general information about the Service and Support Manager (Electronic Service Agent ) component of the IBM Flex System Manager management software. IBM Flex System Manager management software documentation In addition to this document, the following documentation is also available in the IBM Flex System Manager Information Center at infocenter/flexsys/information/index.jsp: v IBM Flex System Manager Systems Management Guide v Flex System Manager Types 7955, 8731, and 8734 Installation and Service Guide v IBM Flex System Manager Command Reference Guide v IBM Flex System Manager Management Software Troubleshooting Guide Copyright IBM Corp. 2012,

8 v IBM Flex System Manager Network Control v IBM Flex System Manager VMControl IBM Flex System Chassis Management Module documentation v Chassis Management Module Installation Guide This document explains how to install a Chassis Management Module in an Flex System Enterprise Chassis. See the IBM Flex System Chassis Management Module Installation Guide at information/topic/com.ibm.acc.cmm.doc/dw1ku_cmm_ig_book.pdf for more information. v Chassis Management Module Command-Line Interface Reference Guide This document explains how to use the Chassis Management Module command-line interface (CLI) to directly access Flex System Enterprise Chassis management functions. See the IBM Flex System Chassis Management Module User's Guide at topic/com.ibm.acc.cmm.doc/dw1kt_cmm_cli_book.pdf for more information. v Chassis Management Module Events This section in the information center provides a complete list of all non-device-specific events and recommended actions, sorted by event ID. See com.ibm.acc.8721.doc/cmm_error_messages.html for more information. v Chassis Management Module User's Guide This document provides information about configuring a Chassis Management Module and managing components that are installed in an Flex System Enterprise Chassis. This document explains how to use the Chassis Management Module command-line interface (CLI) to directly access Flex System Enterprise Chassis management functions. See the IBM Flex System Chassis Management Module User's Guide at information/topic/com.ibm.acc.cmm.doc/dw1kt_cmm_ug_pdf.pdf for more information. Flex System Enterprise Chassis and IBM Flex System compute node documentation v Flex System Enterprise Chassis Installation and Service Guide v This document explains how to install, configure, and service the Flex System Enterprise Chassis. See the Flex System Enterprise Chassis Installation and Service Guide at information/topic/com.ibm.acc.8721.doc/nn1gw_chassis_pdf.pdf for more information. Flex System x240 Compute Node Installation and Service Guide The Flex System x240 Compute Node is an X-Architecture compute node that can be managed by management software. This document contains installation and service information about the compute node. See the Flex System x240 Compute Node Installation and Service Guide at publib.boulder.ibm.com/infocenter/flexsys/information/topic/ com.ibm.acc.8737.doc/dw1ko_book.pdf for more information. v IBM Flex System p260 Compute Node and IBM Flex System p460 Compute Node Installation and Service Guide The Flex System p260 and p460 Compute Nodes can be managed by management software. This document contains installation and service information about the compute node. See the IBM Flex System p260 and p460 Compute Nodes Installation and Service Guide at 2 Service and Support Manager (Electronic Service Agent)

9 publib.boulder.ibm.com/infocenter/flexsys/information/topic/ com.ibm.acc.7895.doc/ps7895_pdf.pdf for more information. To check for updated documentation, go to Notices and statements in this document Use this information to understand the most common documentation notices and statements and how they are used. The caution and danger statements in this document are also in the multilingual Safety Information document, which is on the IBM Documentation CD. Each statement is numbered for reference to the corresponding statement in the Safety Information document. The following notices and statements are used in this document: v Note: These notices provide important tips, guidance, or advice. v Important: These notices provide information or advice that might help you avoid inconvenient or problem situations. v Attention: These notices indicate possible damage to programs, devices, or data. An attention notice is placed just before the instruction or situation in which damage might occur. v Caution: These statements indicate situations that can be potentially hazardous to you. A caution statement is placed just before the description of a potentially hazardous procedure step or situation. v Danger: These statements indicate situations that can be potentially lethal or hazardous to you. A danger statement is placed just before the description of a potentially lethal or hazardous procedure step or situation. Chapter 1. Overview of the IBM Flex System management node 3

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11 Chapter 2. IBM Flex System Manager Service and Support Manager Service and Support Manager is a plug-in for IBM Flex System Manager. 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. The following types of IBM Flex System components can be monitored by Service and Support Manager: v IBM Flex System Enterprise Chassis v IBM X-Architecture Compute Nodes v IBM Power Systems Compute Nodes v IBM Flex System V7000 Storage Nodes Note: Service and Support Manager supports monitoring of network switches only if the chassis recognizes the switches and reports switch errors as chassis errors. 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. 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 Flex System Manager users groups limit or restrict access to some tasks in Service and Support Manager. Copyright IBM Corp. 2012,

12 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 Your support contact information, including names, phone numbers, and addresses v 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 Flex System Manager management system's connectivity environment, including any firewalls that the system has established. User roles and access to restricted tasks Service and Support Manager uses the default IBM Flex System Manager 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 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 6 Service and Support Manager (Electronic Service Agent)

13 information see the Users and user groups in IBM Flex System Manager link listed below. 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 Flex System Manager 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 Flex System Manager 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 Flex System Manager 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, see Manage support files using Service and Support Manager. 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 submit problems manually. 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). Service and Support Manager inventory reporting This topic contains information about how inventory collected by IBM Flex System Manager is reported to IBM support by the Electronic Service Agent tool integrated with Service and Support Manager. Chapter 2. IBM Flex System Manager Service and Support Manager 7

14 Inventory collection IBM Flex System Manager 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, UEFI, 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 Flex System Manager 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 Flex System Manager matches the most recent inventory submitted to the IBM service provider. Service and Support Manager runs a daily scheduled task called Electronic Service Agent Send Service Information, which checks to ensure that the inventory collected by IBM Flex System Manager matches the most recent inventory submitted to the IBM service provider. If the inventory collected and stored on the IBM Flex System Manager 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. 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. 8 Service and Support Manager (Electronic Service Agent)

15 Service and Support Manager Performance Management data reporting Service and Support Manager collects Performance Management data from eligible Power Systems with AIX 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. 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 Power Systems for Performance Management data collection, see the following Performance Management topic: power/support/perfmgmt/index.html. Software quality data for Service and Support Manager Service and Support Manager can provide software quality data to the IBM service provider for analysis. Transmission of software quality data to IBM support is disabled by default. Use the following task to enable this service. When the transmission of software quality data is enabled, Electronic Service Agent will transmit software logs to IBM support. These software logs are a collection of informational logs gathered by IBM Flex System Manager when a software quality event occurs on the IBM Flex System Manager management server. These logs are used to improve the functionality of the overall product and aid IBM in enhancing future releases of IBM Flex System Manager. This service does not provide software quality data for monitored endpoint systems. Note: This topic describes how to access this task in the IBM Flex System Manager Web user interface. If you are using the IBM FSM Explorer, use the finder at the top of the user interface (shown here) to locate this task: Chapter 2. IBM Flex System Manager Service and Support Manager 9

16 To enable or disable transmission of software quality data: 1. From the Service and Support Manager home page, click Manage Settings 2. Select the Service Agent tab. 3. Select Allow transmission of IBM Flex System Manager management server software quality event data to IBM to enable transmission. 4. De-select this field and click OK to disable transmission. Service and Support groups Groups organize managed objects into logical categories. Service and Support Manager creates three resource groups, and automatically begins monitoring systems in the Monitored Systems group for serviceable hardware problems. This default group provides the following dynamic subgroups: Excluded Systems Contains resources that are ineligible for monitoring by Service and Support Manager. The eligibility of a resource depends on many factors, such as the type of resource, machine type, manufacturer, model, and serial number. Tip: If systems are displaying in the excluded group that you believe should be eligible, click on the Troubleshooting and support for Service and Support Manager topic listed below for more information on troubleshooting the eligibility of these systems. Monitored Systems Contains resources that are being monitored by Service and Support Manager. Unknown Systems Contains resources for which Service and Support Manager eligibility is undetermined. The eligibility of a resource depends on many factors, such as the type of resource, machine type, manufacturer, model, and serial number. The Service and Support Manager plug-in has not been able to determine the resources' eligibility because the resource information is not available. Configuring Service and Support Manager Follow the steps in this topic to configure Service and Support Manager. About this task After you have installed IBM Flex System Manager, use the following tasks to activate Electronic Service Agent, to configure systems for monitoring, and to configure notification. 10 Service and Support Manager (Electronic Service Agent)

17 Restriction: In IBM Flex System Manager, when the National Institute of Standards and Technology (NIST) secure mode is enabled, you must not configure Service and Support Manager. Due to this restriction, you cannot use the Call Home function on the systems. Activating Electronic Service Agent Service and Support Manager 6.3 begins automatically monitoring for serviceable hardware problems as soon as IBM Flex System Manager is installed. However, activation by running the 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. About this task Note: This topic describes how to access this task in the IBM Flex System Manager Web user interface. If you are using the IBM FSM Explorer, use the finder at the top of the user interface (shown here) to locate this task: To activate Electronic Service Agent, complete the following steps: Procedure 1. Start IBM Flex System Manager. 2. On the Plug-ins tab of the Home page, click Getting Started with Electronic Service Agent. 3. Complete the Getting Started Wizard. Enabling a system for monitoring by the Service and Support Manager Follow the steps in this topic to enable your system for monitoring by the Service and Support Manager plug-in, which is integrated with the Electronic Service Agent tool. About this task Before Service and Support Manager can determine whether or not a system is eligible to be monitored, you must complete the following steps. Procedure 1. The system must have been discovered by IBM Flex System Manager. If the system has not been discovered by IBM Flex System Manager, complete the steps in Performing a system discovery in the IBM Flex System Manager Systems Management Guide document. Then return to this procedure. 2. The system must be unlocked. If the system is not unlocked, complete the steps in Accessing a secured system with request access in the IBM Flex System Manager Systems Management Guide document. Then return to this procedure. Chapter 2. IBM Flex System Manager Service and Support Manager 11

18 3. It is recommended that you collect a full inventory of the system. If you have not collected a full inventory of the system, see Collecting inventory in the IBM Flex System Manager Systems Management Guide document. Configure notification for Service and Support Manager using automation plans Use the steps in this topic to configure an IBM Flex System Manager event automation plan to send you notification s for a variety of different conditions, including when Service and Support Manager detects a serviceable hardware problem, when Electronic Service Agent transmits a serviceable hardware problem, or when a serviceable hardware problem, support files, and inventory fail to be reported to IBM support. About this task Note: This topic describes how to access this task in the IBM Flex System Manager Web user interface. If you are using the IBM FSM Explorer, use the finder at the top of the user interface (shown here) to locate this task: Use IBM Flex System Manager to create an automation plan that will send you an notification. First you will need to create an SMTP event action. Next you will need to create an automation plan and associate the event action with your automation plan. Follow these steps to configure notification: Procedure 1. On the Plug-ins tab of the Home page, click Automation Manager. On the Automation Manager summary page, click Event Actions under Plan management. 2. Click Create... to open the Create Action window. 3. Select Send an (Internet SMTP), and click OK. 4. Fill in all required fields on the window. Provide a name that you will easily recognize for this action, as you will come back and associate this action with an automation plan at a later time. For example, you could call this action "Electronic Service Notification." Click Test to test the SMTP connection and check to see if you have received an . After the test is successful click OK. 5. Next, from the Automation Manager summary page, click Event Automation Plans under Plan management. 6. Click Create... to open the Automation Plans Wizard. 7. Complete the Automation Plans Wizard by following these steps: a. Provide a Name and Description for the automation plan and click Next. b. Select the Target system, or group of systems for which you want to receive problem report notifications. To optimize notification it is recommended that you choose the All Systems group. Click Next. c. From the Events page, select Advanced Event Filters from the Events field. 12 Service and Support Manager (Electronic Service Agent)

19 d. From the Event Filters list, select one or more of the following event filters: Note: For more information about the types of event actions that are available, see Event actions. Electronic Service and Support Events This event occurs every time Service and Support Manager detects a condition associated with a monitored endpoint. Note: This event filter includes every kind of event that is associated with Service and Support Manager, including but not limited to detection of a serviceable problem, the reporting of a serviceable problem, a failure to report a serviceable problem, collection and transmission of inventory, detection of an eligible endpoint, notification of a test, notification for support files transmitted via FTP, notifications associated with Performance Management Data collection and transmission, notification of software quality data transmission, etc. You may want to choose one of the filters below to refine the notifications you receive. Electronic Service Requests This event occurs every time Service and Support Manager detects a serviceable hardware problem and opens an electronic service request with IBM support. This event tracks both the creation of a serviceable hardware problem as well as the transmission of that problem to IBM support. Service and Support Manager processing error events This event occurs every time Electronic Service Agent fails to transmit a serviceable hardware problem or extended error support files to IBM support. This event also occurs when Service and Support Manager fails to collect support files from a monitored endpoint system. Service and Support Manager serviceable events This event occurs every time Service and Support Manager detects a condition that results in Service and Support Manager creating a new problem. This event will occur any time a problem is created, including problems that are transmitted to IBM support, problems that are held, or problems that are not transmitted to IBM support, but stored for customer awareness in a state of Administrator Notification. Note: This event is a subset of the Electronic Service Requests event. This event only occurs when a serviceable hardware condition is detected and a problem is created, but not when the problem is transmitted. Use the Electronic Service Requests event if you are interested in tracking both the creation of problems, and the transmission of those problems to IBM support Tip: This event can be very useful in conjunction with the Service and Support Manager processing error events. For example, you can create an automation plan that uses the Service and Support Manager serviceable events event to notify you every time a problem is created, and also uses the Service and Support Manager processing error events event to notify you if the created problem or associated support files fail to transmit. Chapter 2. IBM Flex System Manager Service and Support Manager 13

20 e. After you have selected the event click Next to move to the Event Actions page. f. Select the event action that you created in Step 4, (the example name given in Step 4 was "Electronic Service Notification"), and click Next. g. Provide a Time Range and click Next. h. Review the Summary page details and click Finish to create the automation plan. Managing Service and Support Manager The following tasks will help you manage problem, inventory, and Performance Manager reporting for Service and Support Manager. About this task After you have configured Service and Support Manager, use the following tasks to manage your contact information, settings, problems and any associated support files, and inventory and Performance Management reporting. Manage contact information for Service and Support Manager Use the Service and Support Manager Service contact panel to manage the contact information you have provided to IBM support. IBM support will use the contact information to know whom to contact in the event of a problem report. You can add a new contact, edit an existing contact, delete a contact, or set a default contact. The default contact is used for all systems for which a specific contact has not been specified. By default, the Service contact list displays the contact person's name, , and telephone number, along with the system associated with the contact person. Note: Service and Support Manager requires either smadmin or smmgr user authority in order to view and edit any contact information. For more information see the Users and user groups in IBM Flex System Manager link listed below. Add a new contact Use the steps in this topic to add a new contact to the Service contact list. About this task Note: This topic describes how to access this task in the IBM Flex System Manager Web user interface. If you are using the IBM FSM Explorer, use the finder at the top of the user interface (shown here) to locate this task: To add a new contact to the Service contact list, complete the following steps. 14 Service and Support Manager (Electronic Service Agent)

21 Note: To add a new contact, or manage system contacts, you must first complete the Getting Started with Electronic Service Agent wizard and activate Service and Support Manager. Procedure 1. From the Service and Support Manager summary page, click Manage your system contacts. 2. On the Service contact list, click on the Create contact button. 3. On the Contact tab, enter the contact information of the person you want contacted when problem information is reported to IBM support. Fields marked with an * are required fields that you must complete before you can proceed. 4. Associate the new contact person with an individual system or group of systems by selecting the Systems tab. Then complete the following steps: a. Optional: The Groups list displays the available groups. To see individual systems, click on All Systems. b. Check the Select box for the available systems or groups you want to associate with this contact information. Notes: v Associating contact information with a group of systems associates the contact information with the individual systems in the group, not with the group. Consequently, if you add systems to the group, this contact information will not be associated with the new systems. v A system can only have one set of contact information associated with it at a time. c. Click the Add button to associate the systems or groups with the contact information. d. To remove systems or groups from being associated with this contact information, select the system in the Selected field and click the Remove button. 5. To save the contact information and system association, click the OK button. Edit contact information Use the steps in this topic to edit existing contact information in the Service contact list. About this task To edit existing contact information in the Service contact list, complete the following steps: Procedure 1. From the main Service and Support Manager page, click Manage your system contacts. 2. On the Service contact list, right-click on the name of the contact whose information you want to edit. 3. Select Properties. 4. On the General tab, click the Edit button. 5. In the Edit Properties dialog, edit the contact information. To save the changes, click the OK button. Chapter 2. IBM Flex System Manager Service and Support Manager 15

22 Edit the systems or groups associated with a contact Use the steps in this topic to change the individual systems or systems in a groups that you want to be associated with an existing contact person in the Service contact list. About this task Associating contact information with a group of systems associates the contact information with the individual systems in the group, not with the group. To edit which individual systems or systems in a group are associated with an existing contact person in the Service contact list, complete the following steps: Procedure 1. From the main Service and Support Manager page, click Manage your system contacts. 2. On the Service contact list, right-click on the name of the contact whose information you want to edit. 3. Select Properties. 4. Select the Systems tab. 5. Click the Edit button. 6. Optional: The Groups list displays the available groups. To see systems monitored by Service and Support Manager, click on Service and Support Groups and then click on Monitored Systems. 7. Check the Select box for the available systems or groups you want to associate with this contact information. Notes: v Associating contact information with a group of systems associates the contact information with the individual systems in the group, not with the group. Consequently, if you add systems to the group, this contact information will not be associated with the new systems. v A system or group can have up to two sets of contact information. If existing primary contact information is already associated with a system or group, new contact information can be added to a secondary contact field. 8. Click the Add button to associate the systems or groups with the contact information. 9. To remove systems or groups from being associated with this contact information, select the system in the Selected field and click the Remove button. 10. To save the changes, click the OK button. Delete contact information Use the steps in this topic to delete a contact person from the Service contact list. About this task To delete a contact person from the Service contact list, complete the following steps: Procedure 1. From the main Service and Support Manager page, click Manage your system contacts. 16 Service and Support Manager (Electronic Service Agent)

23 2. On the Service contact list, select the Select box for the contact name or contact names you want to delete. Note: You cannot delete the contact information of the person that you have designated as the default contact person. If you want to delete the contact information of the current default contact person, you must first designate a different default contact person. For more information on setting a default contact person, see Set a default contact person. 3. Click the Actions button. 4. Select Delete. 5. On the delete dialog, click the Delete button. Set a default contact person Use the steps in this topic to change the contact person that Service and Support Manager will use as the default contact. About this task Endpoints that have not been manually associated with a contact person will be automatically associated with the default contact person. The default contact person cannot be deleted. To change the default contact person, complete the following steps: Procedure 1. From the main Service and Support Manager page, click Manage your system contacts. 2. On the Service contact list, right-click on the name of the contact whose information you want to have used as the default contact. 3. Select Make Default. 4. On the Make Default dialog, select the Make Default button. Manage location information for one system or multiple systems The following tasks will help you manage the location information associated with systems monitored by Service and Support Manager. About this task Note: This topic describes how to access this task in the IBM Flex System Manager Web user interface. If you are using the IBM FSM Explorer, use the finder at the top of the user interface (shown here) to locate this task: Ensuring that your monitored systems have the correct location information is important. Use the following task to modify the location information for one or more systems: Chapter 2. IBM Flex System Manager Service and Support Manager 17

24 Procedure 1. On the Chassis Manager page, click Resource Explorer under General Actions. 2. Select the system or systems that you want to change the location for. 3. Click Actions and select System Configuration > Edit Location If you are updating a single system, modify the location information and click OK to save your changes. 5. If you are updating multiple systems, click the check-box next to each field you want to globally update across all selected systems, modify the location information and click OK to save your changes. Manage IBM IDs used by Service and Support Manager You need an IBM ID to view service information that was sent to IBM support by Service and Support Manager. All inventory reported to IBM support 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). Use the following task to manage the IBM ID or IBM IDs you want to allow access to inventory collected by Service and Support Manager and transmitted to IBM support by Electronic Service Agent. About this task The IBM IDs that are specified will be associated with each system that is being monitored by Service and Support Manager. The IBM IDs are given access to service information about each system on the IBM Support Portal Web site (see the link below for more information about this Web site). Procedure 1. From the main Service and Support Manager page, click Manage settings. 2. Select the IBM IDs tab. 3. To save any changes, click the OK button. Manage problem reporting for Service and Support Manager The following tasks will help you manage problem reporting within Service and Support Manager. About this task 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 the IBM service provider. For a detailed overview of problem reporting, see the Service and Support Manager problem reporting overview topic listed below. Use the following tasks to manage problems if they occur on your monitored systems: Manage serviceable problems using Service and Support Manager Use the steps in this topic to view and work with serviceable problems on your monitored systems. 18 Service and Support Manager (Electronic Service Agent)

25 About this task The Problem Reporting area on the main Service and Support Manager page provides a pie chart of all problems currently open on your monitored endpoint systems. To view and work with serviceable problems use the following task: Procedure 1. From the main Service and Support Manager page click Serviceable Problems within the Electronic Services Links box. Tip: The Serviceable Problems link will display a filtered list of only those problems associated with systems that are monitored by Service and Support Manager. To view problems for all systems managed by IBM Flex System Manager, click the All Problems link. 2. Click on the problem listed in the Name column that you want to work with. This will display the properties of the selected problem. Enable or disable problem reporting for an individual Service and Support Manager monitored resource. Use the following task to enable or disable transmission of serviceable hardware problems to IBM support for an individual monitored resource. About this task Service and Support Manager uses the integrated Electronic Service Agent tool to securely transmit serviceable hardware problems to IBM support. For a detailed overview see the Service and Support Manager Problem reporting topic listed below. Note: This topic describes how to access this task in the IBM Flex System Manager Web user interface. If you are using the IBM FSM Explorer, use the finder at the top of the user interface (shown here) to locate this task: Use the following task to enable or disable problem reporting for a monitored resource: Procedure 1. On the Chassis Manager page, click Resource Explorer under General Actions. 2. Select the Service and Support Group and select Monitored Systems. 3. Select the system that you want to enable or disable problem reporting for. 4. Click Actions and select Properties. 5. Select the Service and Support tab. If no Service and Support tab is available, this system is currently ineligible for monitoring by Service and Support Manager. 6. On the Service and Support tab, click Edit, and select either Disabled or Enabled in the problem reporting field, and click OK to save your changes. Chapter 2. IBM Flex System Manager Service and Support Manager 19

26 Note: If Edit is disabled, Electronic Service Agent may not be activated. Use the Getting Started Wizard to configure the Electronic Service Agent tool to securely transmit serviceable hardware problems to IBM support. Manually report problems to IBM support Use the steps in this topic to manually submit a problem to IBM support. About this task 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 automatically transmits serviceable hardware problems and associated support files to IBM support. However, you can manually report problems that have not already been automatically reported. Note: This topic describes how to access this task in the IBM Flex System Manager Web user interface. If you are using the IBM FSM Explorer, use the finder at the top of the user interface (shown here) to locate this task: Note: You cannot manually report problems if Service and Support Manager has already automatically detected and reported this serviceable hardware problem. Tip: You can configure problem reporting settings to allow users to submit problems manually. If you want to disable automatic problem reporting for one or more systems, you can navigate to the Service Agent settings tab and specify Do not report problems automatically or Customize. Procedure 1. On the Plug-ins tab of the Home page, click Status Manager. On the Status Manager page, under Status Tasks, click View Problems. 2. Click on the problem listed in the Name column that you want to work with. This will display the properties of the selected problem. 3. Click on the Service tab. 4. Select Actions > Submit this problem to IBM. The Submit this problem to IBM action is only available for problems with a status of Held for user submission, Administrator Notification, or Failed. To view the current status of the problem, see the Problem Status field located within the Problem summary area of the Service tab. Manually submit a service request using Service and Support Manager Use the steps in this topic to submit a service request to IBM support. About this task Note: 20 Service and Support Manager (Electronic Service Agent)