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. For the latest information about the chassis, see serverproven/compat/us. For more information about installing the management node in the Flex System Enterprise Chassis, see information/topic/com.ibm.acc.8721.doc/initially_installing_the_flexible_resourcemanager.html. 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. Copyright IBM Corp. 2012,

8 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 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 2 Service and Support Manager (Electronic Service Agent)

9 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 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)

27 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: By default, Service and Support Manager will automatically detect serviceable hardware problems and the integrated Electronic Service Agent tool will automatically transmit serviceable hardware problems to IBM support. 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. Attention: Submitting a service request notifies the IBM service provider and you may be contacted and asked to provide more information to resolve the submitted request. 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 submit a serviceable request for. 4. Click Actions and select Service and Support > Submit service request. 5. Provide details about the service request, and click Submit. Send test problem You can send an immediate test service request to IBM support to confirm the operation of the problem reporting process. You should perform these test actions only at the request of an IBM service engineer or representative. Use the steps in this topic to send a test problem 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 send a test problem, complete the following steps: Procedure 1. From the Service and Support Manager summary page, click on Send test problem. Chapter 2. IBM Flex System Manager Service and Support Manager 21

28 2. On the Send test problem window, click OK to send the test problem to IBM support. Note: If the above method does not work, you may need to select a system and then send a test problem. Use the following alternative method: a. On the Chassis Manager page, click Resource Explorer under General Actions. b. Click on Service and Support Groups and then click Monitored Systems. c. Right-click on the system you want to send a test problem for, and select Service and Support > Send a Test Service Request to IBM Results Navigate to the Problems view to confirm that the test has been sent and to view the results. View closed problems After a serviceable hardware problem is closed by Service and Support Manager and IBM support, these problems are moved to the Ignored Status view. Closed problem history and associated details about these closed problems are still available to work with from the Ignored Status view. 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 view a closed problem, complete the following steps: 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 Ignored Status to display a filtered view of problems that have been closed by Service and Support Manager Check status of an electronically submitted problem When Service and Support Manager submits a problem to IBM support, it opens a ticket in the IBM support queue. You can check the status of this automatically electronically submitted ticket. About this task Before you call the IBM Support for information on the status of the electronically submitted ticket, you must get the following information: 22 Service and Support Manager (Electronic Service Agent)

29 v IBM support ticket number: In the IBM Flex System Manager, click System Status and Health > Problems view. The IBM support ticket number is displayed in the External Service Request column. v Ticket type: Check whether the ticket type is a PMR or a CROSS/RCMS case. You can identify the ticket type by the format of the ticket number, as described in the following table. Table 1. Electronic Service Request ticket type Type Format Example PMR Alphanumeric 01046,933,000 CROSS/RCMS case Alphanumeric USE0FSTMPXM The ticket type determines what information you provide to the IBM support executive. IBM support does not require the complete PMR or CROSS/RCMS case ticket number to process your call. For a PMR ticket, provide only the set of characters before the first comma. For a CROSS/RCMS ticket, provide only the last 7 characters. The following examples describe the correct set of characters from the PMR or a CROSS/RCMS ticket number to give to the IBM support executive: If the ticket is a CROSS/RCMS type with the number USE0FSTMPXM, provide the last 7 characters, FSTMPXM, to IBM Support. If the ticket is a PMR type with the number 01046,933,000, provide the first set of characters before the comma, 01046, to IBM support. v Machine Type: In the IBM Flex System Manager Resource Explorer, click Groups > All Systems and select your resource. Note the Machine Type listed in the General tab. After you have the PMR or CROSS/RCMS number, complete the following steps: Procedure 1. Call IBM-SERV. 2. Select 2 for all other products. 3. Select 1 for Hardware 4. Remain on the line, unless it is a Pure Flex/Flex problem. 5. When requested, enter your four-digit Machine Type number. 6. Select 1 for existing ticket. 7. When the support executive requests for the ticket number, provide the correct set of characters from your PMR or CROSS/RCMS ticket number. Manage inventory reporting for Service and Support Manager The following tasks will help you manage inventory reporting within Service and Support Manager. About this task Inventory collected by IBM Flex System Manager is reported to the IBM service provider by the Electronic Service Agent tool integrated with Service and Support Manager. For a detailed overview see the Service and Support Manager inventory reporting topic listed below. Use the following tasks to manage problem reporting: Chapter 2. IBM Flex System Manager Service and Support Manager 23

30 Enable or disable inventory reporting for an individual Service and Support Manager monitored resource Use the following task to enable or disable transmission of inventory to IBM support for an individual monitored resource. 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: Service and Support Manager uses the integrated Electronic Service Agent tool to securely transmit collected inventory to IBM support. For a detailed overview see the Service and Support Manager Inventory reporting topic listed below. Use the following task to enable or disable inventory reporting for an individual 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 inventory 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 inventory reporting field, and click OK to save your changes. 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 inventory to IBM support. View the status of collected and reported inventory Use the steps in this topic to view and work with serviceable problems on your monitored systems. 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: 24 Service and Support Manager (Electronic Service Agent)

31 For more details on whether or not inventory was successfully collected and reported for your monitored systems, use the following task: Procedure 1. On the Plug-ins tab of the Home page, click Automation Manager. On the Automation Manager summary page, click Event log under Event management. 2. Select Electronic Service and Support Events from the Event Filter drop-down menu. 3. Click on the inventory event associated with the system or systems your are interested in. For example, if all inventory collection and reporting were successful, you could locate and click on the Service inventory for (x) system(s) has been collected and submitted successfully event. 4. After the event is opened, follow the instructions listed in the Event Text field to navigate to the HTML file associated with this event. This file contains details on the success or failure of collection and reporting of inventory for your monitored systems. Schedule inventory collection and transmission The following tasks will help you change the date, time, or frequency in which the existing scheduled inventory collection and transmission task runs. 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: By default, 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 IBM support. 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 the support has the most recently collected inventory for diagnostic purposes. To change when the scheduled task will run, you may need to create a new task and delete the existing task. Chapter 2. IBM Flex System Manager Service and Support Manager 25

32 CAUTION: When you delete the default Electronic Service Agent Send Service Information task, it will not be automatically recreated, and Service and Support Manager has no way to know that this task is missing. If you do not create a similar task correctly before you delete this task, inventory collection and transmission will fail. To change the details of this scheduled task: 1. On the Plug-ins tab of the Home page, click Automation Manager. On the Automation Manager summary page, click Active and scheduled jobs under Job management. 2. Select Electronic Service Agent Send Service Information and click Create Like... The Create Like... panel will open a new task that contains most of the same details as the Electronic Service Agent Send Service Information task. Note: If this scheduled task has never been run, the option to Edit the task will be available. If the Edit button is available, you can edit the task and ignore the additional steps listed below. 3. On the Target tab, select to show Groups, select Monitored Groups, and click Add >. 4. On the Schedule tab, change the *Job Name to a new unique name. You can change this name back to Electronic Service Agent Send Service Information if you want after the new task has been created under a new name and the old task has been deleted. 5. On the Schedule tab, provide the details for when and how often you want this task to run. 6. Click OK to create the new task. 7. Now that you have successfully created a new inventory collection and transmission scheduled task, you can delete the old one. Select Electronic Service Agent Send Service Information and click Delete. Manually collect and submit inventory Use this procedure to manually collect and submit inventory to IBM support for Service and Support Manager monitored systems 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: Inventory for all systems monitored by Service and Support Manager is automatically collected and reported to IBM support and used for diagnostic purposes. Service and Support Manager runs a daily check to ensure that the inventory collected by IBM Flex System Manager matches the most recent inventory submitted to IBM support. If the inventory collected and stored on the IBM Flex System Manager management system has been updated or changed, and 26 Service and Support Manager (Electronic Service Agent)

33 does not match the inventory stored by IBM support, the Electronic Service Agent integrated with Service and Support Manager will transmit the updated inventory data to the IBM support, ensuring IBM support has the most recently collected inventory for diagnostic purposes. However, if you need to manually collect and submit inventory for a system, use the following procedure: Procedure 1. On the Chassis Manager page, click Resource Explorer under General Actions. 2. Click on the Service and Support Groups and then click Monitored Systems. 3. Click on the system you want to submit inventory for to view that systems properties. 4. Click on the Inventory tab and view the date listed in the Last collected field. Ensure that the collected inventory is recent. If necessary, click Collect Inventory to collect new inventory for this system. 5. Next, from the main IBM Flex System Manager navigation pane expand Find a Task. 6. Click on Electronic Service Agent Send Service Information. 7. Select the system for which you want to submit inventory, and click Add to move the system to the Selected box. Click OK to start the task. 8. An information message will display. Click Display Properties to view the progress of the submitted inventory. When the Progress field reaches 100%, the status of the inventory submission is complete. Manage support files using Service and Support Manager Support files can contain detailed system information used to help diagnose a serviceable hardware problem, dump files collected from an endpoint system, event logs, and more. Use the following tasks to manually collect additional support files, and to submit collected files to IBM support for analysis. 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 node. 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. Note: Service and Support Manager requires either smadmin or smmgr user authority in order to view and manage support files. For more information see the Users and user groups in IBM Flex System Manager link listed below. Manually collect support files Support files are collections of system data, dump files, and more that can be used by IBM support for diagnostic purposes. Use the steps in this topic to manually collect support files: Chapter 2. IBM Flex System Manager Service and Support Manager 27

34 About this task 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. 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. Procedure 1. Select Manage support files from the Service and Support Manager summary page. 2. From the Manage Support Files panel, click Collect Support Files On the System tab, select All Targets in the Show field, select the endpoint system from which you want to collect support files, and click Add > to move the endpoint system into the Selected field. 4. Click on the Support Files tab and select the type of support file from list of available types. Note: If you select a file type of Resource Dump and do not specify a resource selector, a non-disruptive system dump will be performed. The resulting file will be a SYSDUMP file, rather than an RSCDUMP file. 5. Provide any custom information required for the type of support file you selected and click Collect. What to do next After collecting a support file, click Refresh to update the list with the latest view of your collected file. To securely transmit this file to IBM support for diagnosis, click Submit to IBM... Manually submit support files to IBM support Support files are collections of system data, dump files, and more that can be used by IBM support for diagnostic purposes. Use the steps in this topic to manually submit support files: About this task Service and Support Manager uses data collectors like Dynamic System Analysis on IBM System x systems and the snap command on AIX to collect system information that is stored in a support file and then sent to IBM support and used for diagnostic purposes. To configure how you want Service and Support Manager to collect support files, navigate to Settings and work with the Support Files settings page. 28 Service and Support Manager (Electronic Service Agent)

35 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, you can manually collect a support file from a selected endpoint system, associate this support file with an existing service request, and then manually submit the file to IBM support. For more information on manually collecting support files, see the Manually collect support files topic listed below. Use the following steps to manually submit support files to the to IBM support: Procedure 1. Select Manage support files from the main Service and Support Manager summary page. 2. Select the support file you want to transmit, and click Submit to IBM This action opens a new panel that optionally allows you to associate the support file with an available service request. You can choose to associate the support file with an existing service request, or submit the support file without an associated serviceable request. 4. Click OK to submit. Manually associate a support file with a service request You can associate a service request ID with existing support files that have been collected by Service and Support Manager and are stored in the support file cache on the IBM Flex System Manager management system. Procedure 1. Select Manage support files from the Service and Support Manager summary page. 2. From the Manage Support Files panel, select one or more support file, right click and select Associate with Service Request Select from a list of available service requests, or select Other to manually type in the service request ID you want to associate with the support file or support files. Verify DSA status You can verify that Service and Support Manager is using the most current version of Dynamic System Analysis. 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: Chapter 2. IBM Flex System Manager Service and Support Manager 29

36 Click the Verify DSA status link located in the Common Tasks box on the Service and Support Manager summary page to verify that Dynamic System Analysis is current. For more information on the displayed status associated with this task, see the link to the Status topic located at the bottom of this page. To view detailed status and error messages after clicking Verify DSA status, use the following procedure: Procedure 1. On the Plug-ins tab of the Home page, click Automation Manager. On the Automation Manager summary page, click Active and scheduled jobs under Job management. 2. Select Dynamic DSA Refresh Task. 3. Select the Logs tab to display detailed error messages. Manage Performance Management data reporting for Service and Support Manager The following task will help you manage Performance Management data reporting within Service and Support Manager: About this task Service and Support Manager collects Performance Management data from eligible Power Systems with AIX or IBM ipartitions. Service and Support Manager uses the integrated Electronic Service Agent tool to securely transmit collected Performance Management data to IBM support. For more information about Performance Management and eligibility, see the Service and Support Manager Performance Management data reporting listed below. Enable or disable Performance Management data reporting for an individual Service and Support Manager monitored resource. Use the following task to enable or disable Service and Support Manager to collect and transmit Performance Management data to IBM support. Performance Management data reporting is only available for eligible AIX or IBM i Power Systems. 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: Service and Support Manager collects Performance Management data from eligible Power Systems with an AIX or an IBM i partition. Service and Support Manager uses the integrated Electronic Service Agent tool to securely transmit collected 30 Service and Support Manager (Electronic Service Agent)

37 Performance Management data to IBM support. For a detailed overview see the Service and Support Manager Performance Management data reporting topic listed below. Use the following task to enable or disable Performance Management data reporting: 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 Performance Management data 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 Performance Management data reporting field, and click OK to save your changes. Note: If Edit is disabled, Service and Support Manager may not be activated. Use the Service and Support Manager Getting Started Wizard to configure the Electronic Service Agent tool to securely transmit Performance Management data to IBM support. Manage Service and Support Manager events The following tasks will help you filter the event log to view events that are associated with Service and Support Manager. About this task IBM Flex System Manager uses events to track an occurrence of significance to a task or resource. Examples of events include the completion of an operation, or the failure of a hardware component. The Event Log displays all events that are received from any number of sources by IBM Flex System Manager You can select and view Service and Support Manager events, and you can also configure an Automation Plan to notify you when certain events take place. For more on configuring notification, see the Configure notification for Service and Support Manager using automation plans topic listed at the bottom of this page. 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 steps to view Service and Support Manager events in the event log: Chapter 2. IBM Flex System Manager Service and Support Manager 31

38 1. On the Plug-ins tab of the Home page, click Automation Manager. On the Automation Manager summary page, click Event log under Event management. 2. Select from the following list of Service and Support Manager events from the Event Filter drop-down menu: 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. 32 Service and Support Manager (Electronic Service Agent)

39 Troubleshooting and support for Service and Support Manager Use this information to troubleshoot the Service and Support Manager plug-in, which is integrated with the Electronic Service Agent tool. General troubleshooting for Service and Support Manager Use this information to troubleshoot general problems for the Service and Support Manager plug-in, which is integrated with the Electronic Service Agent tool. Service and Support Manager is not in the "Ready" state The status shown for Service and Support Manager on the IBM Flex System Manager Home page does not display as Ready. Table 2. Problem and possible solution. Problem The status shown for Service and Support Manager on the IBM Flex System Manager Home page does not display as Ready. There are 3 possible reason why this might occur: 1. Service and Support Manager has not yet been set up and activated. 2. The IBM Flex System Manager Home page needs to be refreshed. 3. One or more problems have not been successfully transmitted to IBM support and are less than 30 days old. Solution Perform the following steps to resolve this issue: Step 1: Run the activation WizardSet up Service and Support Manager for the first time by using the activation Wizard. Step 2: Refresh the Home pageperform the following steps to refresh the status of Service and Support Manager: 1. Click on the Refresh button located at the top of the Home page. 2. Close and Re-open the IBM Flex System Manager Home page, and you will see the status of Service and Support Manager change to Ready. Step 3: Resolve all problem reporting failures that are less than 30 days old If the transmission of a problem has failed and the problem is less than 30 days old, use the following steps to diagnose this problem: 1. If you have set problem reporting to manual, you may need to manually submit the problem. See the Manually Report Problems to IBM Support. 2. If submitting the problem manually does not solve the failure, see the entry at the top of this table to further diagnose a failed problem transmission. Enable diagnostic logging and tracing for Service and Support Manager Use the following steps to enable Service and Support Manager for console logging and tracing. Chapter 2. IBM Flex System Manager Service and Support Manager 33

40 Table 3. Problem and possible solution. Problem I want to enable diagnostic logging and tracing for Service and Support Manager. Solution You can view and modify the configuration properties of the diagnostic trace service. This information pertains to logs and traces for the IBM Flex System Manager Web interface framework only; it does not pertain to your managed and monitored resources. If a problem occurs with the Web interface framework and you must contact your next level of support, your service provider, or an IBM Flex System Manager service representative, your service representative might ask you to adjust these configuration properties. Use the following steps to enable Service and Support Manager for console logging and tracing: 1. In the IBM Flex System Manager navigation area, expand Settings and click Console logging and tracing. 2. Check the Defined trace detail level field for the following statement: com.ibm.esa.level=finest 3. If this statement does not appear in the Defined trace detail level field, click Add to add com.ibm.esa.level=finest. After logging and tracing has been enabled, you can access the logs from the following directory: /opt/ibm/director/lwi/logs Test connection to IBM You can verify connectivity between the management server and IBM support. About this task To test the connection to IBM support, complete the following steps: Procedure 1. From the Service and Support Manager panel, click on the Test connection to IBM link. 2. On the Test connection to IBM window, click the OK button. 3. View the event log. Using the Electronic Service and Support Events filter, monitor the IBM Systems Director event log to see the results of the test of the connection to IBM. See Viewing events for more information on viewing the event log. AMM serviceable events Service and Support Manager reports Advanced Management Module (AMM) serviceable hardware problem to IBM Support. Service and Support Manager automatically detects serviceable hardware problems and collects supporting data for serviceable hardware problems that occur on your monitored endpoint systems. Service and Support Manager reports hardware 34 Service and Support Manager (Electronic Service Agent)

41 Table 4. Serviceable event messages problems to IBM Support when a hardware failure has occurred or the user has identified a problem using the GUI panels. The following table shows the Advanced Management Module (AMM) serviceable hardware problems Service and Support Manager reports to IBM Support. Event description Message ID Name The alarm panel module (LED panel on the front of the chassis) has failed. A fault has occurred in either the BladeCenter Storage Expansion (BSE) Unit or the Peripheral Component Interconnect(PCI) Expansion Unit. A fault has occurred in the Peripheral Component Interconnect (PCI) Expansion Unit. A fault has occurred for the concurrent KVM keyboard/video/mouse (ckvm) feature card in the specified blade server. The correctable memory error logging threshold for the specified blade server was reached. The correctable memory error logging threshold for the specified blade server was reached. The correctable memory error logging threshold for the specified blade server was reached. The correctable memory error logging threshold for the specified blade server was reached. The correctable memory error logging threshold for the specified blade server was reached. The correctable memory error logging threshold for the specified blade server was reached. The correctable memory error logging threshold for the specified blade server was reached. The correctable memory error logging threshold for the specified blade server was reached. The correctable memory error logging threshold for the specified blade server was reached. The correctable memory error logging threshold for the specified blade server was reached. 0x6F60A101 0x0EC x0EC x0A x0A00040A 0x0A00040B 0x0A00040C 0x0A00040D 0x0A00040E 0x0A00040F 0x0A x0A x0A x0A Alarm Panel module hardware failure. BEM 01 fault BEM 02 fault Concurrent KVM card fault detected. Correctable memory error logging limit reached on DIMM 10 Correctable memory error logging limit reached on DIMM 11 Correctable memory error logging limit reached on DIMM 12 Correctable memory error logging limit reached on DIMM 13 Correctable memory error logging limit reached on DIMM 14 Correctable memory error logging limit reached on DIMM 15 Correctable memory error logging limit reached on DIMM 16 Correctable memory error logging limit reached on DIMM 01 Correctable memory error logging limit reached on DIMM 02 Correctable memory error logging limit reached on DIMM 03 Chapter 2. IBM Flex System Manager Service and Support Manager 35

42 Table 4. Serviceable event messages (continued) Event description Message ID Name The correctable memory error logging threshold for the specified blade server was reached. The correctable memory error logging threshold for the specified blade server was reached. The correctable memory error logging threshold for the specified blade server was reached. The correctable memory error logging threshold for the specified blade server was reached. The correctable memory error logging threshold for the specified blade server was reached. The correctable memory error logging threshold for the specified blade server was reached. The correctable memory error logging threshold for the specified blade server was reached. The service processor on the specified blade server has detected a bus error for the specified component, and the error cannot be corrected. A fault has occurred for the specified hard disk drive for the specified blade server. The service processor on the specified blade server has detected a problem with one or more hard disk drives in a RAID array, resulting in a failure of the RAID array. A fault has occurred with the specified storage module. There is a fault with the specified hard disk drive that is installed in storage module 2. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 2. There is a fault with the specified hard disk drive that is installed in storage module 2. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 2. 0x0A x0A x0A x0A x0A x0A x0A x806F0813 0x806F010D 0x806F060D 0x6F x6F80150A 0x6F80170A 0x6F80150B 0x6F80170B Correctable memory error logging limit reached on DIMM 04 Correctable memory error logging limit reached on DIMM 05 Correctable memory error logging limit reached on DIMM 06 Correctable memory error logging limit reached on DIMM 07 Correctable memory error logging limit reached on DIMM 08 Correctable memory error logging limit reached on DIMM 09 Correctable memory error logging limit reached bus uncorrectable error fault in failed array Storage Module 01 fault Storage Module 2 Drive 10 fault Storage Module 2 Drive 10 PFA Storage Module 2 Drive 11 fault Storage Module 2 Drive 11 PFA 36 Service and Support Manager (Electronic Service Agent)

43 Table 4. Serviceable event messages (continued) Event description Message ID Name There is a fault with the specified hard disk drive that is installed in storage module 2. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 2. There is a fault with the specified hard disk drive that is installed in storage module 2. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 2. There is a fault with the specified hard disk drive that is installed in storage module 2. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 2. There is a fault with the specified hard disk drive that is installed in storage module 2. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 2. There is a fault with the specified hard disk drive that is installed in storage module 2. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 2. There is a fault with the specified hard disk drive that is installed in storage module 2. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 2. There is a fault with the specified hard disk drive that is installed in storage module 2. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 2. 0x6F80150C 0x6F80170C 0x6F x6F x6F x6F x6F x6F x6F x6F x6F x6F x6F x6F Storage Module 2 Drive 12 fault Storage Module 2 Drive 12 PFA Storage Module 2 Drive 01 fault Storage Module 2 Drive 01 PFA Storage Module 2 Drive 02 fault Storage Module 2 Drive 02 PFA Storage Module 2 Drive 03 fault Storage Module 2 Drive 03 PFA Storage Module 2 Drive 04 fault Storage Module 2 Drive 04 PFA Storage Module 2 Drive 05 fault Storage Module 2 Drive 05 PFA Storage Module 2 Drive 06 fault Storage Module 2 Drive 06 PFA Chapter 2. IBM Flex System Manager Service and Support Manager 37

44 Table 4. Serviceable event messages (continued) Event description Message ID Name There is a fault with the specified hard disk drive that is installed in storage module 2. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 2. There is a fault with the specified hard disk drive that is installed in storage module 2. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 2. There is a fault with the specified hard disk drive that is installed in storage module 2. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 2. A fault has occurred with the specified storage module. The fan or blower module is not operating at the expected speed. The specified fan or blower module is no longer operating. The fan or blower module is not operating at the expected speed. The specified fan or blower module is no longer operating. The fan or blower module is not operating at the expected speed. The specified fan or blower module is no longer operating. The fan or blower module is not operating at the expected speed. The specified fan or blower module is no longer operating. The fan or blower module is not operating at the expected speed. The specified fan or blower module is no longer operating. The fan or blower module is not operating at the expected speed. The specified fan or blower module is no longer operating. The fan or blower module is not operating at the expected speed. 0x6F x6F x6F x6F x6F x6F x6F x000A600A 0x A 0x000A6001 0x x000A6002 0x x000A6003 0x x000A6004 0x x000A6005 0x x000A6006 Storage Module 2 Drive 07 fault Storage Module 2 Drive 07 PFA Storage Module 2 Drive 08 fault Storage Module 2 Drive 08 PFA Storage Module 2 Drive 09 fault Storage Module 2 Drive 09 PFA Storage Module 02 fault Chassis Cooling Device 10 outside of recommended speed Chassis Cooling Device 10 failure. Chassis Cooling Device 01 outside of recommended speed Chassis Cooling Device 01 failure. Chassis Cooling Device 02 outside of recommended speed Chassis Cooling Device 02 failure. Chassis Cooling Device 03 outside of recommended speed Chassis Cooling Device 03 failure. Chassis Cooling Device 04 outside of recommended speed Chassis Cooling Device 04 failure. Chassis Cooling Device 05 outside of recommended speed Chassis Cooling Device 05 failure. Chassis Cooling Device 06 outside of recommended speed 38 Service and Support Manager (Electronic Service Agent)

45 Table 4. Serviceable event messages (continued) Event description Message ID Name The specified fan or blower module is no longer operating. The fan or blower module is not operating at the expected speed. The specified fan or blower module is no longer operating. The fan or blower module is not operating at the expected speed. The specified fan or blower module is no longer operating. The fan or blower module is not operating at the expected speed. The specified fan or blower module is no longer operating. The fan module is not operating at the expected speed. The specified fan or blower module is no longer operating. The fan module is not operating at the expected speed. The specified fan or blower module is no longer operating. The fan module is not operating at the expected speed. The specified fan or blower module is no longer operating. The fan module is not operating at the expected speed. The specified fan or blower module is no longer operating. The fan in the power module is not operating at all. The fan in the power module is not operating at all. The fan in the power module is not operating at all. The fan in the power module is not operating at all. The fan in the power module is not operating at all. The fan in the power module is not operating at all. A fault has occurred for the specified hard disk drive number for the specified blade server. A fault has occurred for the specified hard disk drive number for the specified blade server. 0x x000A6007 0x x000A6008 0x x000A6009 0x x000A7801 0x00026A01 0x000A7802 0x00026A02 0x000A7803 0x00026A03 0x000A7804 0x00026A04 Chassis Cooling Device 06 failure. Chassis Cooling Device 07 outside of recommended speed Chassis Cooling Device 07 failure. Chassis Cooling Device 08 outside of recommended speed Chassis Cooling Device 08 failure. Chassis Cooling Device 09 outside of recommended speed Chassis Cooling Device 09 failure. Chassis Cooling Device 01 outside of recommended speed Chassis Cooling Device 01 failure. Chassis Cooling Device 02 outside of recommended speed Chassis Cooling Device 02 failure. Chassis Cooling Device 03 outside of recommended speed Chassis Cooling Device 03 failure. Chassis Cooling Device 04 outside of recommended speed Chassis Cooling Device 04 failure. 0x Power Module Cooling Device 01 failure 0x Power Module Cooling Device 02 failure 0x Power Module Cooling Device 03 failure 0x Power Module Cooling Device 04 failure 0x Power Module Cooling Device 05 failure 0x Power Module Cooling Device 06 failure 0x x Hard drive 00 fault Hard drive 01 fault Chapter 2. IBM Flex System Manager Service and Support Manager 39

46 Table 4. Serviceable event messages (continued) Event description Message ID Name A fault has occurred for the specified hard disk drive number for the specified blade server. A fault has occurred for the specified hard disk drive number for the specified blade server. A fault has occurred for the specified hard disk drive number for the specified blade server. A fault has occurred for the specified hard disk drive number for the specified blade server. The specified blade server has encountered a power fault. The power current for the specified power module has exceeded the current fault threshold. The current in the specified power module exceeded the current fault threshold. A DC fault has occurred in the specified power module, and the power module is shut down. The power current for the specified power module has exceeded the current fault threshold. The current in the specified power module exceeded the current fault threshold. A DC fault has occurred in the specified power module, and the power module is shut down. The power current for the specified power module has exceeded the current fault threshold. The current in the specified power module exceeded the current fault threshold. A DC fault has occurred in the specified power module, and the power module is shut down. The power current for the specified power module has exceeded the current fault threshold. The current in the specified power module exceeded the current fault threshold. A DC fault has occurred in the specified power module, and the power module is shut down. 0x x x x x x x x x x x x x x x x x Hard drive 02 fault Hard drive 03 fault Hard drive 04 fault Hard drive 05 fault Power fault Power module 01 over current fault Power module 01 48V over current fault Power module 01 is off. DC fault. Power module 02 over current fault Power module 02 48V over current fault Power module 02 is off. DC fault. Power module 03 over current fault Power module 03 48V over current fault Power module 03 is off. DC fault. Power module 04 over current fault Power module 04 48V over current fault Power module 04 is off. DC fault. 40 Service and Support Manager (Electronic Service Agent)

47 Table 4. Serviceable event messages (continued) Event description Message ID Name The advanced management module cannot read the status of the specified I/O module due to a fault. The advanced management module cannot read the status of the specified I/O module due to a fault. The advanced management module cannot read the status of the specified I/O module due to a fault. The advanced management module cannot read the status of the specified I/O module due to a fault. The advanced management module cannot read the status of the specified I/O module due to a fault. The advanced management module cannot read the status of the specified I/O module due to a fault. The advanced management module cannot read the status of the specified I/O module due to a fault. The advanced management module cannot read the status of the specified I/O module due to a fault. The advanced management module cannot read the status of the specified I/O module due to a fault. The advanced management module cannot read the status of the specified I/O module due to a fault. A power fault has occurred for the specified blade server. The CPU voltage regulator on the specified blade server encountered a fault. The specified CPU voltage regulator on the specified blade server encountered a fault. The specified CPU voltage regulator on the specified blade server encountered a fault. The specified CPU voltage regulator on the specified blade server encountered a fault. The specified CPU voltage regulator on the specified blade server encountered a fault. A fault has occurred in the high-speed expansion card in the specified blade server. 0x0EA x0EA0000A 0x0EA x0EA x0EA x0EA x0EA x0EA x0EA x0EA x x x x x x x0D01E000 I/O module 01 fault I/O module 10 fault I/O module 02 fault I/O module 03 fault I/O module 04 fault I/O module 05 fault I/O module 06 fault I/O module 07 fault I/O module 08 fault I/O module 09 fault Blade power fault Voltage regulator fault. Voltage regulator 01 fault Voltage regulator 02 fault Voltage regulator 03 fault Voltage regulator 04 fault High speed expansion card fault Chapter 2. IBM Flex System Manager Service and Support Manager 41

48 Table 4. Serviceable event messages (continued) Event description Message ID Name A fault has occurred in the I/O expansion blade. A fault has occurred in the I/O expansion blade. A Peripheral Component Interconnect (PCI) bus timeout has occurred for the specified blade server. The service processor on the specified blade server has reported a PCI parity error for the specified component. The blade server will reboot. The service processor on the specified blade server has reported a PCI system error for the specified component. The blade server will reboot. The specified blade server has encountered an uncorrectable memory/system bus error. The KVM module installed in the chassis is unavailable or unreadable. The chassis keyboard and mouse functions will not be available. Blade memory has encountered faults. The correctable Error Correction Code (ECC) memory error logging threshold for the specified blade server was reached. The system will continue to run. Refer to the steps in the user response before replacing a DIMM. 0x x0601A000 0x E 0x x x x6FA x x806F050C I/O board fault I/O board power fault. PCI bus timeout: system error. PCI PERR: parity error. PCI system error. Uncorrectable bus error. KVM module unavailable Blade memory fault correctable ECC memory error logging limit reached Memory scrub operation failed. 0x806F030C memory scrub failed An uncorrectable error has occurred on the specified DIMM (if provided) for the specified blade server. The system will reboot, and this DIMM will be disabled. Most likely, the DIMM will need to be replaced, but you should follow the steps in the User Response to be sure that this is the appropriate action. A fault has occurred in the Multiprocessor Expansion Unit for the specified blade server. The power current for the specified I/O module has exceeded the current fault threshold. The advanced management module will power off the I/O module to prevent any additional damage. 0x806F010C 0x x0EA1A401 uncorrectable ECC memory error Multi Processor Expansion board fault. I/O module 01 current fault 42 Service and Support Manager (Electronic Service Agent)

49 Table 4. Serviceable event messages (continued) Event description Message ID Name The power current for the specified I/O module has exceeded the current fault threshold. The advanced management module will power off the I/O module to prevent any additional damage. The power current for the specified I/O module has exceeded the current fault threshold. The advanced management module will power off the I/O module to prevent any additional damage. The power current for the specified I/O module has exceeded the current fault threshold. The advanced management module will power off the I/O module to prevent any additional damage. The power current for the specified I/O module has exceeded the current fault threshold. The advanced management module will power off the I/O module to prevent any additional damage. The power current for the specified I/O module has exceeded the current fault threshold. The advanced management module will power off the I/O module to prevent any additional damage. The power current for the specified I/O module has exceeded the current fault threshold. The advanced management module will power off the I/O module to prevent any additional damage. The power current for the specified I/O module has exceeded the current fault threshold. The advanced management module will power off the I/O module to prevent any additional damage. The power current for the specified I/O module has exceeded the current fault threshold. The advanced management module will power off the I/O module to prevent any additional damage. The power current for the specified I/O module has exceeded the current fault threshold. The advanced management module will power off the I/O module to prevent any additional damage. 0x0EA1A40A 0x0EA1A402 0x0EA1A403 0x0EA1A404 0x0EA1A405 0x0EA1A406 0x0EA1A407 0x0EA1A408 0x0EA1A409 I/O module 10 current fault I/O module 02 current fault I/O module 03 current fault I/O module 04 current fault I/O module 05 current fault I/O module 06 current fault I/O module 07 current fault I/O module 08 current fault I/O module 09 current fault Chapter 2. IBM Flex System Manager Service and Support Manager 43

50 Table 4. Serviceable event messages (continued) Event description Message ID Name The service processor on the specified blade server has detected a PCI parity error for the specified component. The blade server will reboot. A power failure has been detected for the specified component on the specified blade server. The system board power unit for the specified blade server has failed. A power controller timeout has occurred for the specified blade server. There is a fault with the specified hard disk drive that is installed in storage module 1. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 1. There is a fault with the specified hard disk drive that is installed in storage module 1. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 1. There is a fault with the specified hard disk drive that is installed in storage module 1. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 1. There is a fault with the specified hard disk drive that is installed in storage module 1. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 1. There is a fault with the specified hard disk drive that is installed in storage module 1. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 1. There is a fault with the specified hard disk drive that is installed in storage module 1. 0x x806F0108 0x806F0609 0x x6F80120A 0x6F80160A 0x6F80120B 0x6F80160B 0x6F80120C 0x6F80160C 0x6F x6F x6F x6F x6F PCI Parity Error failure power unit failure Power controller timeout Storage Module 1 Drive 10 fault Storage Module 1 Drive 10 PFA Storage Module 1 Drive 11 fault Storage Module 1 Drive 11 PFA Storage Module 1 Drive 12 fault Storage Module 1 Drive 12 PFA Storage Module 1 Drive 01 fault Storage Module 1 Drive 01 PFA Storage Module 1 Drive 02 fault Storage Module 1 Drive 02 PFA Storage Module 1 Drive 03 fault 44 Service and Support Manager (Electronic Service Agent)

51 Table 4. Serviceable event messages (continued) Event description Message ID Name A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 1. There is a fault with the specified hard disk drive that is installed in storage module 1. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 1. There is a fault with the specified hard disk drive that is installed in storage module 1. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 1. There is a fault with the specified hard disk drive that is installed in storage module 1. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 1. There is a fault with the specified hard disk drive that is installed in storage module 1. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 1. There is a fault with the specified hard disk drive that is installed in storage module 1. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 1. There is a fault with the specified hard disk drive that is installed in storage module 1. A Predictive Failure Analysis (PFA) fault was detected with the specified hard disk drive that is installed in storage module 1. A fault was detected for the specified component in the specified blade server. 0x6F x6F x6F x6F x6F x6F x6F x6F x6F x6F x6F x6F x6F x806F0021 Storage Module 1 Drive 03 PFA Storage Module 1 Drive 04 fault Storage Module 1 Drive 04 PFA Storage Module 1 Drive 05 fault Storage Module 1 Drive 05 PFA Storage Module 1 Drive 06 fault Storage Module 1 Drive 06 PFA Storage Module 1 Drive 07 fault Storage Module 1 Drive 07 PFA Storage Module 1 Drive 08 fault Storage Module 1 Drive 08 PFA Storage Module 1 Drive 09 fault Storage Module 1 Drive 09 PFA fault Chapter 2. IBM Flex System Manager Service and Support Manager 45

52 Table 4. Serviceable event messages (continued) Event description Message ID Name The internal I/O Expander on the primary advanced management module failed during built-in self test (BIST). An internal management bus on the primary advanced management module has failed. The primary advanced management module real-time clock failed during built-in self test (BIST). Time stamps displayed in the event log may not be accurate. The internal I/O Expander on the standby advanced management module failed during built-in self test (BIST). An internal management bus on the standby (redundant) advanced management module has failed. The standby (redundant) advanced management module real-time clock failed during built-in self test (BIST). The USB keyboard/mouse emulation for the advanced management module failed during built-in self test (BIST). The USB mass storage emulation for the advanced management module failed during built-in self test (BIST). A communication error occurred between the advanced management module and the fan or blower module in fan bay 1. A communication error occurred between the advanced management module and the fan or blower module in fan bay 2. A communication error occurred between the advanced management module and the fan or blower module in fan bay 3. A communication error occurred between the advanced management module and the fan or blower module in fan bay 4. 0x A 0x x x x x x x Primary MM internal I/O expander failed. Primary MM local management bus failed. Primary MM real-time clock failed. Standby MM internal I/O expander failed. Standby MM local management bus failed. Standby MM real-time clock failed. Primary MM USB keyboard/mouse emulation failed. Primary MM USB mass storage emulation failed. 0x000A2001 Chassis Cooling Device 1 communication failed. 0x000A2002 Chassis Cooling Device 2 communication failed. 0x000A2003 Chassis Cooling Device 3 communication failed. 0x000A2004 Chassis Cooling Device 4 communication failed. 46 Service and Support Manager (Electronic Service Agent)

53 Table 4. Serviceable event messages (continued) Event description Message ID Name One of the redundant fuses has been detected in specified I/O module. If you have a full compliment of power modules installed in the chassis, the I/O module will continue to operate. However, the I/O module is now running in non-redundant mode (if the other fuse opens the I/O module will no longer function). One of the redundant fuses has been detected in specified I/O module. If you have a full compliment of power modules installed in the chassis, the I/O module will continue to operate. However, the I/O module is now running in non-redundant mode (if the other fuse opens the I/O module will no longer function). A Predictive Failure Analysis (PFA) alert has been received for a hard disk drive in the specified storage module. A Predictive Failure Analysis (PFA) alert has been received for a hard disk drive in the specified storage module. One of the redundant fuses has been detected in specified I/O module. If you have a full compliment of power modules installed in the chassis, the I/O module will continue to operate. However, the I/O module is now running in non-redundant mode (if the other fuse opens the I/O module will no longer function). One of the redundant fuses has been detected in specified I/O module. If you have a full compliment of power modules installed in the chassis, the I/O module will continue to operate. However, the I/O module is now running in non-redundant mode (if the other fuse opens the I/O module will no longer function). One of the redundant fuses has been detected in specified I/O module. If you have a full compliment of power modules installed in the chassis, the I/O module will continue to operate. However, the I/O module is now running in non-redundant mode (if the other fuse opens the I/O module will no longer function). 0x0EA0F70A 0x0EA0F701 0x0EA0E301 0x0EA0E401 0x0EA0F702 0x0EA0F703 0x0EA0F704 I/O module 10 - Open fuse detected. Power redundancy lost for this module. I/O module 01 - Open fuse detected. Power redundancy lost for this module. A hard disk drive PFA condition on Storage Module 1 was detected. A hard disk drive PFA condition on Storage Module 2 was detected. I/O module 02 - Open fuse detected. Power redundancy lost for this module. I/O module 03 - Open fuse detected. Power redundancy lost for this module. I/O module 04 - Open fuse detected. Power redundancy lost for this module. Chapter 2. IBM Flex System Manager Service and Support Manager 47

54 Table 4. Serviceable event messages (continued) Event description Message ID Name One of the redundant fuses has been detected in specified I/O module. If you have a full compliment of power modules installed in the chassis, the I/O module will continue to operate. However, the I/O module is now running in non-redundant mode (if the other fuse opens the I/O module will no longer function). One of the redundant fuses has been detected in specified I/O module. If you have a full compliment of power modules installed in the chassis, the I/O module will continue to operate. However, the I/O module is now running in non-redundant mode (if the other fuse opens the I/O module will no longer function). One of the redundant fuses has been detected in specified I/O module. If you have a full compliment of power modules installed in the chassis, the I/O module will continue to operate. However, the I/O module is now running in non-redundant mode (if the other fuse opens the I/O module will no longer function). One of the redundant fuses has been detected in specified I/O module. If you have a full compliment of power modules installed in the chassis, the I/O module will continue to operate. However, the I/O module is now running in non-redundant mode (if the other fuse opens the I/O module will no longer function). One of the redundant fuses has been detected in specified I/O module. If you have a full compliment of power modules installed in the chassis, the I/O module will continue to operate. However, the I/O module is now running in non-redundant mode (if the other fuse opens the I/O module will no longer function). The service processor on the specified blade server has determined that a system hardware failure has occurred during the specified system event. An uncorrectable memory error has occurred on the specified DIMM for the specified blade server. 0x0EA0F705 0x0EA0F706 0x0EA0F707 0x0EA0F708 0x0EA0F709 0x806F0212 0x0A00028A I/O module 05 - Open fuse detected. Power redundancy lost for this module. I/O module 06 - Open fuse detected. Power redundancy lost for this module. I/O module 07 - Open fuse detected. Power redundancy lost for this module. I/O module 08 - Open fuse detected. Power redundancy lost for this module. I/O module 09 - Open fuse detected. Power redundancy lost for this module. system hardware failure Uncorrectable memory error detected on DIMM Service and Support Manager (Electronic Service Agent)

55 Table 4. Serviceable event messages (continued) Event description Message ID Name An uncorrectable memory error has occurred on the specified DIMM for the specified blade server. An uncorrectable memory error has occurred on the specified DIMM for the specified blade server. An uncorrectable memory error has occurred on the specified DIMM for the specified blade server. An uncorrectable memory error has occurred on the specified DIMM for the specified blade server. An uncorrectable memory error has occurred on the specified DIMM for the specified blade server. An uncorrectable memory error has occurred on the specified DIMM for the specified blade server. An uncorrectable memory error has occurred on the specified DIMM for the specified blade server. An uncorrectable memory error has occurred on the specified DIMM for the specified blade server. An uncorrectable memory error has occurred on the specified DIMM for the specified blade server. An uncorrectable memory error has occurred on the specified DIMM for the specified blade server. An uncorrectable memory error has occurred on the specified DIMM for the specified blade server. An uncorrectable memory error has occurred on the specified DIMM for the specified blade server. An uncorrectable memory error has occurred on the specified DIMM for the specified blade server. An uncorrectable memory error has occurred on the specified DIMM for the specified blade server. An uncorrectable memory error has occurred on the specified DIMM for the specified blade server. An uncorrectable memory error has occurred for the specified blade server. 0x0A00028B 0x0A00028C 0x0A00028D 0x0A00028E 0x0A00028F 0x0A x0A x0A x0A x0A x0A x0A x0A x0A x0A x0A Uncorrectable memory error detected on DIMM 11 Uncorrectable memory error detected on DIMM 12 Uncorrectable memory error detected on DIMM 13 Uncorrectable memory error detected on DIMM 14 Uncorrectable memory error detected on DIMM 15 Uncorrectable memory error detected on DIMM 16 Uncorrectable memory error detected on DIMM 01 Uncorrectable memory error detected on DIMM 02 Uncorrectable memory error detected on DIMM 03 Uncorrectable memory error detected on DIMM 04 Uncorrectable memory error detected on DIMM 05 Uncorrectable memory error detected on DIMM 06 Uncorrectable memory error detected on DIMM 07 Uncorrectable memory error detected on DIMM 08 Uncorrectable memory error detected on DIMM 09 Uncorrectable memory error Management processor test event. 0x Management processor test Chapter 2. IBM Flex System Manager Service and Support Manager 49

56 IMM serviceable events Service and Support Manager reports Integrated Management Module (IMM) serviceable hardware problem to IBM Support. Service and Support Manager automatically detects serviceable hardware problems and collects supporting data for serviceable hardware problems that occur on your monitored endpoint systems. Service and Support Manager reports hardware problems to IBM Support when a hardware failure has occurred or the user has identified a problem using the GUI panels. The following table shows the Integrated Management Module (IMM) serviceable hardware problems Service and Support Manager reports to IBM Support. Table 5. Serviceable event messages Event description This message is for the use case when an implementation has detected an OverTemperature Condition Detected for Processor The ComputerSystemObjectPath element contains the CIM object path to the computer system This message is for the use case when an implementation has detected a Processor Failed IERR Condition The ComputerSystemObjectPath element contains the CIM object path to the computer system This message is for the use case when an implementation has detected a Processor Failed FRB1BIST condition The ComputerSystemObjectPath element contains the CIM object path to the computer system This message is for the use case when an implementation has detected a Processor Configuration Mismatch has occurred The ComputerSystemObjectPath element contains the CIM object path to the computer system This message is for the use case when an implementation has detected a Power Supply has failed The ComputerSystemObjectPath element contains the CIM object path to the computer system This message is for the use case when an implementation has detected a Memory uncorrectable error The ComputerSystemObjectPath element contains the CIM object path to the computer system Message ID PLAT0036 PLAT0042 PLAT0044 PLAT0062 PLAT0086 PLAT Service and Support Manager (Electronic Service Agent)

57 Table 5. Serviceable event messages (continued) Event description This message is for the use case when an implementation has detected that the Memory Logging Limit has been Reached The ComputerSystemObjectPath element contains the CIM object path to the computer system This message is for the use case when an implementation has detected a Drive was Disabled due to fault The ComputerSystemObjectPath element contains the CIM object path to the computer system This message is for the use case when an implementation has detected that an Array is Critical The ComputerSystemObjectPath element contains the CIM object path to the computer system This message is for the use case when an implementation has detected that an Array Failed The ComputerSystemObjectPath element contains the CIM object path to the computer system This message is for the use case when an implementation has detected a Post Error The ComputerSystemObjectPath element contains the CIM object path to the computer system This message is for the use case when an implementation has detected a PCI PERR The ComputerSystemObjectPath element contains the CIM object path to the computer system This message is for the use case when an implementation has detected a PCI SERR The ComputerSystemObjectPath element contains the CIM object path to the computer system This message is for the use case when an implementation has detected a Bus Uncorrectable Error The ComputerSystemObjectPath element contains the CIM object path to the computer system This message is for the use case when an implementation has detected a Fault in a slot The ComputerSystemObjectPath element contains the CIM object path to the computer system Message ID PLAT0144 PLAT0164 PLAT0174 PLAT0176 PLAT0184 PLAT0232 PLAT0234 PLAT0240 PLAT0330 Chapter 2. IBM Flex System Manager Service and Support Manager 51

58 Table 5. Serviceable event messages (continued) Event description This message is for the use case when an implementation has detected a Lower Critical sensor going low has asserted The ComputerSystemObjectPath element contains the CIM object path to the computer system This message is for the use case when an implementation has detected an Upper Critical sensor going high has asserted The ComputerSystemObjectPath element contains the CIM object path to the computer system This message is for the use case when an implementation has detected a Sensor transitioned to critical from less severe The ComputerSystemObjectPath element contains the CIM object path to the computer system This message is for the use case when an implementation has detected a Sensor transitioned to nonrecoverable from less severe The ComputerSystemObjectPath element contains the CIM object path to the computer system This message is for the use case when an implementation has detected a Sensor transitioned to nonrecoverable The ComputerSystemObjectPath element contains the CIM object path to the computer system This message is for the use case when an SM BIOS Uncorrectable CPU complex error has asserted The ComputerSystemObjectPath element contains the CIM object path to the computer system This message is for the use case where a client has generated a Test Alert. Message ID PLAT0480 PLAT0494 PLAT0522 PLAT0524 PLAT0530 PLAT0816 IMM0040 Director agent serviceable events Service and Support Manager reports IBM Flex System Manager agent serviceable hardware problem to IBM Support. Service and Support Manager automatically detects serviceable hardware problems and collects supporting data for serviceable hardware problems that occur on your monitored endpoint systems. Service and Support Manager reports hardware problems to IBM Support when a hardware failure has occurred or the user has identified a problem using the GUI panels. The following table shows the IBM Flex System Manager agent serviceable hardware problems Service and Support Manager reports to IBM Support. 52 Service and Support Manager (Electronic Service Agent)

59 Table 6. Serviceable event messages Event description Test Electronic Service Event Hard disk drive has failed. A Fan has failed Memory module has failed. ServeRAID Defunct drive Logical drive is critical on ServeRAID controller. ServeRAID controller fails. ServeRAID Controller Battery has failed. The specified ServeRAID controller fails to respond to background polling commands A hard disk drive is defunct in the specified logical drive. A logical drive is in the offline state. Periodic scan found one or more critical logical drives. Hard disk drive is going to fail A specified hard disk drive is going to fail An enclosure fan fails on a specified controller and channel in a ServeRAID configuration. An enclosure power supply fails in a ServeRAID configuration. Fan has failed. DIMM module has failed. DIMM module has failed Predictive Failure Detected. Power Supply failed Processor has failed. Predictive Failure Detected. Device is predicting an imminent failure. A specified RAID controller fails. A specified hard disk drive fails in a RAID configuration. A specified hard disk drive with the provided field-replaceable unit (FRU) number fails in a RAID configuration. An enclosure power supply fails in a RAID configuration. Logical drive is critical on controller. Defunct drive A specified logical drive is in the critical state. Periodic scan detects that one or more logical drives are in a critical state. A logical drive is in the offline state. Hard disk drive is going to fail Hard disk drive is going to fail A specified controller fails to respond to background polling commands PowerSupply reports has lost AC power and loss of standby power is imminent. A high-speed expansion card failure was detected. A CPU fault occurred. A DASD has failed. A DIMM failed. A high-speed expansion card failure was detected. A fan pack has failed A fan pack has failed or failure is imminent A fan failed. A Predictive Failure Analysis (PFA) has been detected for a fan. An I/O board failed. An I/O module failed. I/O module POST completed with errors. A PFA alert occurred. A power supply failed. A voltage regulator module failed. A specified hard disk drive fails in a ServeRAID configuration. A specified hard disk drive with the provided field-replaceable unit (FRU) number fails in a ServeRAID configuration. An enclosure fan fails on a specified controller and channel in a ServeRAID configuration. Logical drive is critical on controller. Message ID ElectronicService.Test CIM.System.DASD_Backplane CIM.Director_Agent_Events.Fan CIM.Director_Agent_Events.Memory CIM.Director_Agent_Events.ServeRAID.ServeRAID_Health_Event CIM.Director_Agent_Events.ServeRAID.ServeRAID_Health CIM.Director_Agent_Events.ServeRAID.ServeRAID_Controller_Fail CIM.Director_Agent_Events.ServeRAID.ServeRAID_Dead_Battery CIM.Director_Agent_Events.ServeRAID.ServeRAID_Polling_Fail CIM.Director_Agent_Events.ServeRAID.ServeRAID_Logical_Drive_Critical CIM.Director_Agent_Events.ServeRAID.ServeRAID_Logical_Drive_Off_Line CIM.Director_Agent_Events.ServeRAID.ServeRAID_Logical_Drive_Critical_Periodic CIM.Director_Agent_Events.ServeRAID.ServeRAID_PFA_Drive CIM.Director_Agent_Events.ServeRAID.ServeRAID_PFA_Drive_FRU CIM.Director_Agent_Events.ServeRAID.ServeRAID_Enclosure_Fan_Fail CIM.Director_Agent_Events.ServeRAID.ServeRAID_Enclosure_Power_Supply_Fail CIM.System.Fan CIM.System.Memory CIM.System.Memory_PFA CIM.System.PFA CIM.System.Power_Supply CIM.System.Processor CIM.System.Processor_PFA CIM.System.SMART_Drive CIM.System.RAID.RAID_Controller_Fail CIM.System.RAID.RAID_Defunct_Drive CIM.System.RAID.RAID_Defunct_Drive_FRU CIM.System.RAID.RAID_Enclosure_Power_Supply_Fail CIM.System.RAID.RAID_Health CIM.System.RAID.RAID_Health_Event CIM.System.RAID.RAID_Logical_Drive_Critical CIM.System.RAID.RAID_Logical_Drive_Critical_Periodic CIM.System.RAID.RAID_Logical_Drive_Off_Line CIM.System.RAID.RAID_PFA_Drive CIM.System.RAID.RAID_PFA_Drive_FRU CIM.System.RAID.RAID_Polling_Fail CIM.System.Server_Power_Supply Netfinity_System.component.bem.failed Netfinity_System.component.cpu.failed Netfinity_System.component.dasd.failed Netfinity_System.component.memory.failed Netfinity_System.component.daughtercard.failed Netfinity_System.component.fanpack.failed Netfinity_System.component.fanpack.pfa Netfinity_System.component.fan.failed Netfinity_System.component.fan.pfa Netfinity_System.component.io_board.failed Netfinity_System.component.switch_module.failed Netfinity_System.component.switch_module.post Netfinity_System.component.pfa Netfinity_System.component.power_supply.failed Netfinity_System.component.vrm.failed CIM.System.ServeRAID.ServeRAID_Defunct_Drive CIM.System.ServeRAID.ServeRAID_Defunct_Drive_FRU CIM.System.ServeRAID.ServeRAID_Enclosure_Fan_Fail CIM.System.ServeRAID.ServeRAID_Health Chapter 2. IBM Flex System Manager Service and Support Manager 53

60 Table 6. Serviceable event messages (continued) Event description Defunct drive A hard disk drive is defunct in the specified logical drive. Periodic scan found one or more critical logical drives. A logical drive is in the offline state. Hard disk drive is going to fail Hard disk drive is going to fail A specified controller fails to respond to background polling commands A hard disk drive has failed. A memory error has been detected. A monitored subsystem is experiencing an imminent failure. Redundancy has been lost or redundancy has been degraded. The processor is experiencing an imminent failure. A SMART capable drive determines that an imminent failure is predicted. Logical drive is critical on controller. A power supply failure or loss in redundancy has occurred. A system is over or under current. Battery-backup cache fails on a specified controller. An enclosure fan fails on a specified controller and channel in a ServeRAID configuration. An enclosure power supply fails in a ServeRAID configuration. Enclosure device is not responding on controller. Logical drive is critical on controller. Synchronization failed on logical drive of controller. A specified logical drive is in the critical state. A ServeRAID clear operation fails on a specified hard disk drive in a ServeRAID configuration. PFA detected on controller. A drive is defunct on controller. A ServeRAID synchronization fails a specified hard disk drive in a ServeRAID configuration. ServeRAID controller fails. A specified ServeRAID controller has exceeded its temperature threshold. Fan failure. Redundancy has been lost or redundancy has been degraded. Voltage is out of normal range System management module is critical. Battery-backup cache fails on a specified controller. Enclosure fan is malfunctioning on controller. An enclosure power supply fails in a ServeRAID configuration. Enclosure device is not responding on controller. Logical drive is critical on controller. Synchronization failed on logical drive of controller. A specified logical drive is in the critical state. PFA detected on controller. A drive is defunct on controller. ServeRAID controller fails. Memory dual inline memory module (DIMM) has failed. Rebuild failed on logical drive of controller. System voltage is out of specification. Please check the system management processor error log for more information A Voltage Regulator Module has failed A Power supply has failed. A DASD backplane has reported a fault on a hard drive. A fan has failed. CIM.UM Services Events.Fan CIM.UM Services Events.Power Supply CIM.UM Services Events.SMART Drive CIM.UM Services Events.Voltage Abnormal CIM.UM Services Events.Processor PFA CIM.UM Services Events.Memory PFA Message ID CIM.System.ServeRAID.ServeRAID_Health_Event CIM.System.ServeRAID.ServeRAID_Logical_Drive_Critical CIM.System.ServeRAID.ServeRAID_Logical_Drive_Critical_Periodic CIM.System.ServeRAID.ServeRAID_Logical_Drive_Off_Line CIM.System.ServeRAID.ServeRAID_PFA_Drive CIM.System.ServeRAID.ServeRAID_PFA_Drive_FRU CIM.System.ServeRAID.ServeRAID_Polling_Fail CIM.Director_Agent_Events.DASD_Backplane CIM.Director_Agent_Events.Memory_PFA CIM.Director_Agent_Events.PFA CIM.Director_Agent_Events.Power_Supply CIM.Director_Agent_Events.Processor_PFA CIM.Director_Agent_Events.SMART_Drive CIM.Director_Agent_Events.ServeRAID_Health CIM.Director_Agent_Events.Server_Power_Supply CIM.Director_Agent_Events.Voltage Storage.ServeRAID_Controller.Battery-Backup.Failed Storage.ServeRAID_Controller.Enclosure.Fan.Failed Storage.ServeRAID_Controller.Enclosure.Power_Supply.Failed Storage.ServeRAID_Controller.Enclosure.State.Failed Storage.ServeRAID_Controller.Logical_Drive.State.Critical Storage.ServeRAID_Controller.Logical_Drive.Synchronize.Failed Storage.ServeRAID_Controller.Periodic_Scan.Logical_Drive.State.Critical Storage.ServeRAID_Controller.Physical_Drive.Initialize.Failed Storage.ServeRAID_Controller.Physical_Drive.PFA_Error.Yes Storage.ServeRAID_Controller.Physical_Drive.State.Failed Storage.ServeRAID_Controller.Physical_Drive.Synchronize.Failed Storage.ServeRAID_Controller.State.Failed Storage.ServeRAID_Controller.Temperature.Failed ASF.Environmental.Sensor.Fan ASF.Environmental.Sensor.Power_Supply ASF.Environmental.Sensor.Voltage ASF.Hardware.Monitor_ASICIC Netfinity_Storage.ServeRAID_Controller.Battery-Backup.Failed Netfinity_Storage.ServeRAID_Controller.Enclosure.Fan.Failed Netfinity_Storage.ServeRAID_Controller.Enclosure.Power_Supply.Failed Netfinity_Storage.ServeRAID_Controller.Enclosure.State.Failed Netfinity_Storage.ServeRAID_Controller.Logical_Drive.State.Critical Netfinity_Storage.ServeRAID_Controller.Logical_Drive.Synchronize.Failed Netfinity_Storage.ServeRAID_Controller.Periodic_Scan.Logical_Drive.State.Critical Netfinity_Storage.ServeRAID_Controller.Physical_Drive.PFA_Error.Yes Netfinity_Storage.ServeRAID_Controller.Physical_Drive.State.Failed Netfinity_Storage.ServeRAID_Controller.State.Failed Netfinity_System.Component.Memory_DIMM.Failed Netfinity_Storage.ServeRAID_Controller.Logical_Drive.Rebuild.Failed Netfinity_System.Critical.Voltage Netfinity_System.Critical.Voltage_regulator_module_failure Netfinity_System.Critical.Power_Failure Netfinity_System.Critical.HDD Netfinity_System.Non-critical.SFF CIM.UM_Services_Events.Fan CIM.UM_Services_Events.Power_Supply CIM.UM_Services_Events.SMART_Drive CIM.UM_Services_Events.Voltage_Abnormal CIM.UM_Services_Events.Processor_PFA CIM.UM_Services_Events.Memory_PFA 54 Service and Support Manager (Electronic Service Agent)

61 Table 6. Serviceable event messages (continued) Event description A Power supply has failed. A fan has failed. A fan has failed. A DASD backplane has reported a fault on a hard drive. System voltage is out of specification(12v.high). Please check the system management processor error log for more information System voltage is out of specification(12v.low). Please check the system management processor error log for more information System voltage is out of specification(12v A Fault). Please check the system management processor error log for more information System voltage is out of specification(12v B Fault). Please check the system management processor error log for more information System voltage is out of specification(12v C Fault). Please check the system management processor error log for more information System voltage is out of specification(12v D Fault). Please check the system management processor error log for more information System voltage is out of specification(1v.high). Please check the system management processor error log for more information System voltage is out of specification(1v.low). Please check the system management processor error log for more information System voltage is out of specification(2v.high). Please check the system management processor error log for more information System voltage is out of specification(2v.low). Please check the system management processor error log for more information System voltage is out of specification(3v.high). Please check the system management processor error log for more information System voltage is out of specification(3v.low). Please check the system management processor error log for more information System voltage is out of specification(3v PCI.High). Please check the system management processor error log for more information System voltage is out of specification(3v PCI.Low). Please check the system management processor error log for more information System voltage is out of specification(3v Standby.High). Please check the system management processor error log for more information System voltage is out of specification(3v Standby.Low). Please check the system management processor error log for more information System voltage is out of specification(5v Fault). Please check the system management processor error log for more information System voltage is out of specification(5v.low). Please check the system management processor error log for more information System voltage is out of specification(5v PCI.High). Please check the system management processor error log for more information System voltage is out of specification(5v PCI.Low). Please check the system management processor error log for more information System voltage is out of specification(5v Standby.High). Please check the system management processor error log for more information System voltage is out of specification(5v Standby.Low). Please check the system management processor error log for more information System voltage is out of specification(n12v.high). Please check the system management processor error log for more information System voltage is out of specification(n12v.low). Please check the system management processor error log for more information A Power supply has failed. Management processor test event. Controller Cache Battery has failed. Controller Battery has failed. Controller Battery has failed. Concurrent KVM card has failed. Controller Battery has failed. Controller Battery needs replacement. Controller Battery has failed. Controller Battery has failed. Controller Battery has failed. A specified hard disk drive with the provided field-replaceable unit (FRU) number fails in a ServeRAID configuration. A failure was detected on the specified media tray. A multiplexer expansion module failure was detected. Message ID Netfinity_System.Critical.Power_ Netfinity_System.Non-critical.Single_fan_failure Netfinity_System.Non-critical.Single_Fan_Failure.Failed Netfinity_System.Critical.Hard_disk_drive Netfinity_System.Critical.Voltage.12V.High Netfinity_System.Critical.Voltage.12V.Low Netfinity_System.Critical.Voltage.12V_A_Fault Netfinity_System.Critical.Voltage.12V_B_Fault Netfinity_System.Critical.Voltage.12V_C_Fault Netfinity_System.Critical.Voltage.12V_D_Fault Netfinity_System.Critical.Voltage.1V.High Netfinity_System.Critical.Voltage.1V.Low Netfinity_System.Critical.Voltage.2V.High Netfinity_System.Critical.Voltage.2V.Low Netfinity_System.Critical.Voltage.3V.High Netfinity_System.Critical.Voltage.3V.Low Netfinity_System.Critical.Voltage.3V_PCI.High Netfinity_System.Critical.Voltage.3V_PCI.Low Netfinity_System.Critical.Voltage.3V_Standby.High Netfinity_System.Critical.Voltage.3V_Standby.Low Netfinity_System.Critical.Voltage.5V_Fault Netfinity_System.Critical.Voltage.5V.Low Netfinity_System.Critical.Voltage.5V_PCI.High Netfinity_System.Critical.Voltage.5V_PCI.Low Netfinity_System.Critical.Voltage.5V_Standby.High Netfinity_System.Critical.Voltage.5V_Standby.Low Netfinity_System.Critical.Voltage.N12V.High Netfinity_System.Critical.Voltage.N12V.Low CIM.Director_Agent_Events.IBMPSG_SP_PowerSupplyEvent Netfinity_System.component.management_processor.test CIM.System.RAID.RAID_Dead_Cache_Battery CIM.System.RAID.RAID_Dead_Battery Netfinity_System.component.battery.failed Netfinity_System.component.ckvm.failed CIM.System.ServeRAID.ServeRAID_Dead_Battery Storage.ServeRAID_Controller.Battery-Backup.Need_Replacement Storage.ServeRAID_Controller.Battery-Backup.Temperature.Failed Netfinity_Storage.ServeRAID_Controller.Battery-Backup.Need_Replacement Netfinity_Storage.ServeRAID_Controller.Battery-Backup.Temperature.Failed CIM.Director_Agent_Events.ServeRAID.ServeRAID_Defunct_Drive_FRU Netfinity_System.component.media_tray.failed Netfinity_System.component.mux_card.failed Chapter 2. IBM Flex System Manager Service and Support Manager 55

62 Table 6. Serviceable event messages (continued) Event description A blade server processor board failure was detected on the specified BladeCenter management module. Chassis cooling capacity is reduced. Loss of an additional chassis cooling device will cause blades to shutdown. A storage module has failed. A specified hard disk drive fails in a ServeRAID configuration. Message ID Netfinity_System.component.processor_board.failed Netfinity_System.component.chassis.cooling_capacity Netfinity_System.component.dss.failed CIM.Director_Agent_Events.ServeRAID.ServeRAID_Defunct_Drive Troubleshooting problem reporting for Service and Support Manager Use this information to troubleshoot problem reporting for the Service and Support Manager plug-in, which is integrated with the Electronic Service Agent tool. Service and Support Manager failed to submit a serviceable problem Service and Support Manager failed to submit a serviceable hardware problem to IBM support. The following message may have occurred: Service and Support Manager failed to submit one or more problems to IBM. Test the connection to diagnose. Table 7. Problem and possible solution. Problem Service and Support Manager failed to submit a serviceable hardware problem to IBM support. The following message may have occurred: Service and Support Manager failed to submit one or more problems to IBM. Test the connection to diagnose. Solution If a problem has not successfully been transmitted to IBM support, use the following steps to troubleshoot the problem: 1. Test your connection and view the event log: a. From the Service and Support Manager panel, click the Test connection to IBM link. b. From the Test connection to IBM window, click OK. c. View the event log. Use the Electronic Service and Support Events filter to monitor the management node event log to see the results of the test of the connection to IBM. 2. Check your firewall and proxy settings. For more information see: Preparing firewalls and proxies for IBM Flex System Manager 3. Attempt to send a test problem. For more information on sending a test problem see the Send test problem on page 21 topic. 4. If a connection can be established, you can attempt to manually submit the problem. See the Manually report problems to IBM support topic. 5. Contact your IBM support representative for additional support if the above steps do not solve the problem. Electronic Service Agent is active and configured but is not reporting serviceable hardware problems to IBM support because another application has call home responsibility Service and Support Manager is actively monitoring an eligible endpoint, but Electronic Service Agent is not reporting serviceable hardware problems to IBM support. The following message may have occurred: This IBM Flex System 56 Service and Support Manager (Electronic Service Agent)

63 Manager Server is not currently responsible for reporting information to IBM. Reporting is being done from: {0} Where the {0} is an IP address (like ). Table 8. Problem and possible solution. Problem Service and Support Manager is actively monitoring an eligible endpoint, but Electronic Service Agent is not reporting serviceable hardware problems to IBM support. The following message may have occurred: This IBM Flex System Manager Server is not currently responsible for reporting information to IBM. Reporting is being done from: {0} Where the {0} is an IP address (like ). Solution It is possible that IBM Flex System Manager does not have call home responsibility for the eligible monitored endpoint. Service and Support Manager will coordinate with other applications that might be doing call home for this managed endpoint and determine which application should assume call home responsibility. For example, if an IBM BladeCenter chassis has Advanced Management Module installed and Service Advisor configured to handle problem reporting for the IBM BladeCenter chassis as well as any blade servers in the IBM BladeCenter chassis, while Service and Support Manager will still detect and collect support files for any serviceable hardware problems, Electronic Service Agent will not transmit the problem and any associated support files to IBM support. Call home coordination information is displayed on the Service and Support tab when looking at the properties for the managed endpoint. If you want to force IBM Flex System Manager to take over call home responsibility, follow these steps: Solution 1 Solution 2 1. Navigate to the managed endpoint represented by the IP address listed in the error message 2. Select properties > Actions > Service and Support > Check Eligibility 1. Log on to the system that is represented by the IP address listed in the error message 2. Use the system User Interface to turn call home on for the monitored endpoint. 3. Use the system User Interface to turn call home off for the monitored endpoint. For example, if you are changing call home responsibility for a monitored IBM BladeCenter chassis that has Advanced Management Module installed and Service Advisor, you would need to sign in to the Service Advisor interface, and turn call home on and then turn call home off. 4. Perform the steps listed in Solution 1. Troubleshooting monitoring for Service and Support Manager Use this information to troubleshoot monitoring for the Service and Support Manager plug-in, which is integrated with the Electronic Service Agent tool. Chapter 2. IBM Flex System Manager Service and Support Manager 57

64 Service and Support Manager is not monitoring a system One or more of my systems are not being monitored by Service and Support Manager, and I see these systems in the Excluded Systems or Unknown Systems group. Table 9. Problem and possible solution. Problem One or more of my systems are not currently being monitored by Service and Support Manager. I see these systems as excluded or unkown when I navigate to Resource Explorer > Service and Support Groups > Excluded Groups or Unknown Systems groups. I believe my system has correct values for Machine type, model, and serial number under the General tab. Solution Solution 1 The console may need to be refreshed. Click the Excluded Systems group to force a refresh. Solution 2 1. Right-click on the excluded system and select Properties 2. Select the Service and Support tab. This tab displays details that will let you know why the system is currently excluded. 3. Additionally you can right-click on the system and select Service and Support > Check Eligibility to determine if this system is eligible for monitoring by Service and Support Manager. Not all systems are eligible for monitoring by Service and Support Manager. For more information see: Eligibility for Service and Support Manager. Solution 3 1. Make sure your system has a correctly configured machine type, model, and serial number. 2. Ensure you have completed the steps in the Enabling a system for monitoring by the Service and Support Manager on page 11 topic. 3. Check whether system's model and type has been identified by IBM Flex System Manager. Do the following: a. Select the system. b. Click on the General tab. c. Make sure the correct manufacturer, machine type, model, serial number, hardware architecture type (for example, x86) and operating system are shown. If these are not correct, click on the Inventory tab and select Collect Inventory. Note: If the system has a status of No access, then it is secured and inventory information cannot be collected. To request access to the object, do the following: 1. Click the Access status of the system. 2. Enter a user name and password that has administrative authority on that system. 58 Service and Support Manager (Electronic Service Agent)

65 Supported hardware is ineligible for monitoring by Service and Support Manager When trying to configure a system, the system is not included in the Monitored Systems group. According to the Electronic Services Web site, this hardware must be supported. Table 10. Problem and possible solution. Problem When trying to configure a system, the system is not included in the Monitored Systems group. According to the Electronic Services Web site, this hardware must be supported. Solution If your resource is an Operating System or Chassis type, check the following: 1. Ensure you have completed the steps in the Enabling a system for monitoring by the Service and Support Manager on page 11 topic. 2. Check whether system's model and type has been identified by IBM Flex System Manager. Do the following: a. Select the system. b. Click on the General tab. c. Make sure the correct manufacturer, machine type, model, serial number, hardware architecture type (for example, x86) and operating system are shown. If these are not correct, click on the Inventory tab and select Collect Inventory. Note: If the system has a status of No access, then it is secured and inventory information cannot be collected. To request access to the object, do the following: 1. Click the Access status of the system. 2. Enter a user name and password that has administrative authority on that system. Note: Ensure your system is not installed on a virtualized system. Service and Support Manager commands Service and Support Manager includes a library of smcli commands that you can use to manage support files. How to read syntax diagrams Review the conventions used in syntax diagrams to understand the command descriptions. Syntax diagrams consists of options, option arguments, and operands. Options options indicate input that affects the behavior of the base command (for example, -l specifies long output) or required input that you can specify in different ways (for example, you can target objects using either -n name OR -N groupname OR -ac objectclass). Options consist of either a hyphen and single letter (for example, -h) or two hyphens and multiple letters (for Chapter 2. IBM Flex System Manager Service and Support Manager 59

66 example, --help). The single letter format is the short form of the multiple letter format, and the two formats are functionally interchangeable when issuing a command. Option arguments Some options are followed by one or more option arguments that specify a value for the option. For example, with -file file_name, file_name specifies the name of the file on or with which to take action. Operands Operands are parameters at the end of a command that specify required user input. Syntax diagrams adhere to the following conventions: v Options and operands that are enclosed in brackets ([]) are optional. Do not include these brackets in the command. v Options and operands that are enclosed in braces ({}) are required. Do not include these braces in the command. v Options and operands that are not enclosed in either brackets or braces are required. v Operands and option arguments that are italicized must be replaced with actual values. You must specify an actual value for the operand and option argument. Otherwise, you will receive an error when you issue the command. v The names of options are case sensitive and must be typed exactly as shown. v Options preceded by two dashes (--) must be specified in their entirety. v A pipe ( ) character signifies that you can or must, depending on the enclosing characters, choose one option or the other. For example, [a b] indicates that you can choose either a or b, but not both. Similarly, {a b} indicates that you must choose either a or b. v An ellipsis (...) signifies that you can repeat the operand and option argument on the command line. v A dash (-) represents standard output. ssmimport command Use the smcli ssmimport command to import initial configuration data into Service and Support Manager. Synopsis smcli [-c] [-prompt] [-user user_name] [-pw password] ssmimport options smcli ssmimport {-h -? --help} smcli ssmimport -f {filename} -v Description The ssmimport command imports configuration data into Service and Support Manager. This command checks the configuration file for required parameters. If one or more required parameters is missing, the configuration file is not imported. The command also checks whether or not the parameters in the configuration file are valid. If any invalid parameters are found, the configuration file is not imported. This command produces error messages that you can use to determine 60 Service and Support Manager (Electronic Service Agent)

67 the success or failure of the import. If the command is unsuccessful, use the information in the error messages to correct the configuration file and then run the command again. Operands This command uses the fully qualified path to the file containing the configuration information as an operand. Enclose the path in quotation marks. The path must be preceded by the -f option. Tip: If the path contains spaces, enclose it in quotation marks. Options -h -? Displays the syntax and a brief description of the command. Tip: If you specify additional options other than -h -? --help, the options are ignored. --help Displays detailed information about the command, including the syntax, a description of the command, a description of the options and operands, error codes, and examples. Tips: v If you specify additional options other than -h -? --help, the options are ignored. v (AIX and Linux only) You can also display detailed help in the form of man pages using the man command_name command. -f --configfile "{filename}" Specifies the fully qualified path to the file that contains the configuration information. Enclose the path in quotation marks. This option is required. -v --validateconfiguration Checks whether or not the parameters in the configuration file are valid, but when this command is used the file will not be imported, only validated. Note: The -L --lang option and the DIR_LANG environment variable are no longer available beginning in IBM Flex System Manager 6.3. Use of the -L --lang option will result in a usage error. If the DIR_LANG environment is set, it will be ignored. Exit status The following table contains the codes returned by this command. v 0: The operation completed successfully. v 1: No value was given for this option. v 10: The file could not be loaded. v 29: A specified locale is not valid or not supported. v 125: An error occurred. See the error message for the cause of the problem. Examples 1. Import configuration data and check for required parameters This example illustrates how to import the configuration file. smcli ssmimport -f "C:/home/config.properties" Chapter 2. IBM Flex System Manager Service and Support Manager 61

68 2. Validate configuration parameters but do not import the configuration file This example illustrates how to validate the configuration parameters to ensure that everything is ready to import, but it will not actually import the configuration file. smcli ssmimport -f "C:/home/config.properties" -v Sample configuration file Copy the following into a text file and fill in the values. Values that begin with R_ are required. After you fill out the file, you can use the ssmimport command to import these values: CONFIG_FILE_VERSION = 1.1 ############################################################################### # Service Contact Information ############################################################################### R_CONTACT_NAME = R_COMPANY_NAME = STREET_ADDRESS_LINE1 = STREET_ADDRESS_LINE2 = STREET_ADDRESS_LINE3 = CITY_OR_LOCALITY = STATE_OR_PROVINCE = ZIP_OR_POSTAL_CODE = R_COUNTRY_OR_REGION = R_ _ADDRESS = _ADDRESS_2 = FAX_NUMBER = FAX_NUMBER_2 = R_PHONE_NUMBER = PHONE_NUMBER_EXTENSION = HELPDESK_NUMBER = HELPDESK_EXTENSION = PAGER_NUMBER = ####################################################################### # System Location ####################################################################### R_LOCATION_BUILDING = R_LOCATION_COUNTRY = R_LOCATION_ADDRESS1 = R_LOCATION_PHONE = LOCATION_PHONE_EXTENSION = R_LOCATION_CITY_OR_LOCALITY = R_LOCATION_STATE_OR_PROVINCE = R_LOCATION_ZIP_OR_POSTAL_CODE = LOCATION_FLOOR = LOCATION_ROOM_NUM = LOCATION_ROW = LOCATION_AISLE = LOCATION_DISPLACED_HEIGHT = LOCATION_ALTITUDE = LOCATION_OTHER_INFORMATION = ############################################################################### # Connection Settings # Password values are masked. # # NOTE: Values for CONNECTION_TYPE_1 are: # "1" for direct connect # "2" to use a proxy connection and the proxy connection will use CONNECTION_PROXY fields below ############################################################################### CONNECTION_TYPE_1 = 62 Service and Support Manager (Electronic Service Agent)

69 CONNECTION_PROXYHOST_1 = CONNECTION_PROXYPORT_1 = CONNECTION_PROXYUSER_1 = CONNECTION_PROXYPW_1 = ####################################################################### # IBM ID Settings ####################################################################### PRIMARY_IBM_ID = SECONDARY_IBM_ID = collectsptfile command Use the smcli collectsptfile command to collect support files from a specified system and copy them to the management server. Synopsis smcli [-c] [-prompt][-user user_name] [-pw password] collectsptfile options For information about the options listed above that are specific to smcli, enter smcli -?. smcli collectsptfile {-h -? --help} smcli collectsptfile {-t support_file_type} [-s specifier] [-C] {-i ip_address_hostname -n managed_system -m machinetype_model_serial} Description The collectsptfile command collects support files from a specified system and copies them to the management server. Tip: You can use the lssptfile command to display a list of files associated with a specified problem, service request, or system, or all support files on the management server. Options -C --continue Enables the support file collection request to continue, even if it is disruptive. If a disruptive collection is attempted without the -C option, an error indicates that the option was omitted. See the t support_file_type option for information about which types of support file collections are disruptive. -h -? Displays the syntax and a brief description of the command. Tip: If you specify additional options other than -h -? --help, the options are ignored. --help Displays detailed information about the command, including the syntax, a description of the command, a description of the options and operands, error codes, and examples. Tips: v If you specify additional options other than -h -? --help, the options are ignored. Chapter 2. IBM Flex System Manager Service and Support Manager 63

70 v (AIX and Linux only) You can also display detailed help in the form of man pages using the man command_name command. -i --ipaddress {ip_address host_name} Targets one system, specified by IP address or host name. ip_address The IP address of the system. Tips: v You can enter lssys -A IP_address to list the IP address of each discovered system. v You can use either the IPv4 or IPv6 format to specify the IP address. host_name Either the host name or the host name and Domain Name System (DNS) suffix of the system. If the host name contains spaces, enclose it in quotation marks. If it contains a comma, prefix the comma with a backslash (\). Tips: v You can use the lsgp -N Hosts -A GroupMembers command to list all host names. v The host names are not locale specific. v A given IP address or host name might resolve multiple systems. For example, both the OperatingSystem and Server instance of a particular system will have the same host name. Use system Object ID (option -n) to target a system uniquely. -m --mtms {machinetype_model_serial} Targets one system, specified by machine type, model, and serial number. machinetype_model_serial Specifies the machine type, model, and serial number of the system from which to collect the support file. Tips: v Example of one of the formats: tttt-mmm*ssssss, where tttt is the machine type of the managed system, mmm is the machine model, and ssssss is the serial number. v Run this command without any options to view the MTS format for each system. v You can use the lssys -A MachineType,Model,SerialNumber command to list the machine types, models, and serial numbers of all systems. -n --name {system_name system_oid} Targets one system, specified by name or ID. system_name Specifies the name of the system. Tips: 64 Service and Support Manager (Electronic Service Agent) v If a system name contains a comma, prefix the comma with a backslash (\). v If a system name contains special characters such as spaces, enclose the name in quotation marks. v To list all system names, use the lssys command without any options.

71 v The system names might not be unique. This command must act on a single system with the specified name. Use the -v --verbose option to return a message when this command finds multiple systems with the same name. To target a system that has a name that is not unique, identify the system by specifying its unique, hexadecimal ID, or use additional target options to refine the selection. v The system names are not locale specific. system_oid Specifies the unique ID (OID) of the system. Specify the unique ID as a decimal value or as a hexadecimal value prefixed with 0x (for example, 123 or 0x37). Tip: To list all system OIDs, use the lssys command with the -o option. -s --specifier {specifier} Specifies from where the types of support files identified by the -t --type option are collected. Valid values for specifier are: a b Specifies the collection of support files from side A of an IBM Power subsystem. Specifies the collection of support files from side B of an IBM Power subsystem. basic Specifies the basic level of -t pedbg collection from the IBM Flex System Manager or the Systems Director Management Console. c Specifies the checkstop option for the collection of support files generated by an AIX or Linux snap command. extended Specifies the extended level of -t pedbg collection from the IBM Flex System Manager or the Systems Director Management Console. gui3 Specifies a more detailed level of -t svcsnap error log collection from an IBM Flex System V7000 Storage Node. livedump Specifies a detailed level of -t svcsnap livedump and error log collections from an IBM Flex System V7000 Storage Node. minidump Specifies the default level of -t svcsnap collection from an IBM Flex System V7000 Storage Node. p s Specifies the collection of support files from the primary controller of a service processor. Specifies the collection of support files from the secondary controller of a service processor. string1 Specifies the collection of support files from a target resource (for example, vsp). string2 Specifies the collection of support files from a target node controller location (for example, U78A Z-P98-C41). Enclosed the location in quotation marks. Chapter 2. IBM Flex System Manager Service and Support Manager 65

72 {IBM i problem ID} Specifies the unique 10 digit problem ID that is associated with the APAR. Note: The 10 digit problem ID is the ID stored on the IBM i partition. It is not the problem ID number stored locally byservice and Support Manager. Use the IBM i command WRKPRB (Work with Problems) to determine the 10 digit problem ID stored on the IBM i partition. -t --type {support_file_type} Specifies the types of support files to collect. Valid values for support_file_type are: dsa nc pss rsc Specifies the collection of a Dynamic System Analysis (DSA) support file from System x endpoint systems. Specifies the collection of Systems Director Management Console support files from a node controller. Specifies the collection of Systems Director Management Console support files from an IBM Power subsystem. Specifies the collection of Systems Director Management Console support files from a resource. snap Specifies the collection of support files generated by the snap command on an AIX or on Linux on Power Systems. sp sys Specifies the collection of Systems Director Management Console support files from a service processor. Specifies the collection of Systems Director Management Console support files from an IBM Power subsystem platform. spld Specifies the collection of a support file that contains the smcli lssvcproblem command output. Collected from the Flex System Enterprise Chassis as well as from an X-Architecture compute node or a Power Systems compute node contained within the Flex System Enterprise Chassis. sos Specifies the collection of support files from an sosreport. Linux on Power Systems or System x systems running Red Hat Enterprise Linux with sosreport version 1.7 or newer are eligible for sosreport data collection. inventory Specifies an inventory collection from an Flex System Enterprise Chassis as well as from an X-Architecture compute node or a Power Systems compute node contained within the Flex System Enterprise Chassis. This collector will also collect inventory from the IBM Flex System Manager. cmmsl Specifies the collection of service log support files from the Chassis Management Module. 66 Service and Support Manager (Electronic Service Agent)

73 sl Specifies the collection of service log support files from IBM BladeCenter chassis by collecting service information from the Advanced Management Module. grablog Specifies the collection of Management server log data, a collection of logs that include things such as trace error data. These logs are collected from the IBM Flex System Manager management server, or from the Systems Director Management Console. If necessary, the Management server log data collector will collect additional coordinated data from the Flex System Enterprise Chassis itself as well as from X-Architecture compute nodes or Power Systems compute nodes contained within the Flex System Enterprise Chassis. imm Specifies the collection of Integrated Management Module error data. This file can be collected from a X-Architecture compute node contained within a Flex System Enterprise Chassis, or from System x modular systems that have an Integrated Management Module version 2 service processor. pedbg Requires -s. pedbg collects configuration data, logs and javacores / heapdumps from the management server. This collector is only available to use from the IBM Flex System Manager or the Systems Director Management Console. pedbg can only be collected manually. After it is collected it can be manually transmitted as a support file or manually associated with an existing problem. v pedbg -s basic For most problems, you specify the pedbg -s basic collection which uses the following command: pedbg -c -q 4 v pedbg -s extended If archive or extended data is needed, you should specify the pedbg extended collection which uses the following command: pedbg -c -q 4 -x "copylogs:4" svcsnap Requires -s. The svcsnap command collects storage data from an eligible IBM Flex System V7000 Storage Node. v svcsnap -s minidump This default option collects the overall health and minimum debug information. v svcsnap -s gui3 Invokes the command svc_snap gui3 on the storage system which dumps the error log and collects system and debug information. (More than 25MB). v svcsnap -s livedump Invokes the command svc_snap livedump -gui1;svc_snap gui3 on the storage system which captures livedumps on nodes, collects error logs and other debug information. (More than 25MB). aparlib Requires -s. IBM i 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. Chapter 2. IBM Flex System Manager Service and Support Manager 67

74 v aparlib_primary -s {IBM i problem ID} This default option collects the primary APAR save file and a manifest file from the IBM i partition. This option requires the unique 10 digit problem ID that is associated with the APAR. Note: The 10 digit problem ID is the ID stored on the IBM i partition. It is not the problem ID number stored locally by Service and Support Manager. Use the IBM i command WRKPRB (Work with Problems) to determine the 10 digit problem ID stored on the IBM i partition. v aparlib_secondary -s {IBM i problem ID} This option collects a secondary APAR save file and manifest file from the IBM i partition, if a secondary save file exists. The secondary APAR save file tends to be much larger in size than the primary. This option requires the unique 10 digit problem ID that is associated with the APAR. Note: The 10 digit problem ID is the ID stored on the IBM i partition. It is not the problem ID number stored locally by Service and Support Manager. Use the IBM i command WRKPRB (Work with Problems) to determine the 10 digit problem ID stored on the IBM i partition. v aparlib_both -s {IBM i problem ID} This option collects 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. This option requires the unique 10 digit problem ID that is associated with the APAR. Note: The 10 digit problem ID is the ID stored on the IBM i partition. It is not the problem ID number stored locally by Service and Support Manager. Use the IBM i command WRKPRB (Work with Problems) to determine the 10 digit problem ID stored on the IBM i partition. Tip: Certain types of support file collection requests are disruptive to the managed system or to the management server. Use the -C option with the following types of disruptive requests: v A support file collection request on a primary service processor. This request suspends communication between IBM Flex System Manager and the managed system. After the support files are collected, communication resumes. v A support file collection request on an IBM Power subsystem platform. This request stops the managed system. After the support files are collected, the managed system is restarted. v A support file collection request that does not specify a target resource. This request produces many support files, which temporarily prevents the transfer of other support files to the management server. Note: The -L --lang option and the DIR_LANG environment variable are no longer available beginning in IBM Flex System Manager 6.3. Use of the -L --lang option will result in a usage error. If the DIR_LANG environment is set, it will be ignored. 68 Service and Support Manager (Electronic Service Agent)

75 Exit status The following table contains the codes returned by this command. v 0: The operation completed successfully. v 1: No value was given for this option. v 20: The specified system is not valid. v 21: An endpoint system must be specified to collect support files. Specify an endpoint system using -i, -n, or -m. v 29: A specified locale is not valid or not supported. v 50: The specified name for the target system is not unique. v 51: The support file type specified for the target system is not valid. v 52: The specifier value for the target support file type is not valid. v 53: A disruptive support-file collection request failed because the -c option was not specified. Examples 1. Collect a DSA support file from a managed system by using an IP address This example illustrates how to collect a DSA support file from a system with an IP address of smcli collectsptfile -i t -dsa 2. Collect node controller support files from a managed system by using the name of the system This example illustrates how to collect node controller support files from a system named system1 with a node controller location of U78A Z- P9-C41. smcli collectsptfile -n system1 -t nc -s "U78A Z-P9-C41" 3. Collect IBM Power subsystem support files from a managed system by using its machine type, model, and serial number This example illustrates how to collect IBM Power subsystem support files from a side A of a system with a machine type of 9406, a model number of 570, and a serial number of smcli collectsptfile -m * t psd -s a 4. Collect service processor support files from the primary controller for a managed system by using its machine type, model, and serial number This example illustrates how to collect service processor support files from the primary controller of a system with a machine type of 9406, a model number of 570, and a serial number of Note: Because this support file collection request is disruptive, the -C option is required. smcli collectsptfile -m * t sp -s p -C Related reference: lssptfile command Use the smcli lssptfile command to display a list of support files located on the management server. lssptfile command Use the smcli lssptfile command to display a list of support files located on the management server. Chapter 2. IBM Flex System Manager Service and Support Manager 69

76 Synopsis smcli [-c] [-prompt] [-user user_name] [-pw password] lssptfile options For information about the options listed above that are specific to smcli, enter smcli -?. smcli lssptfile {-h -? --help} smcli lssptfile [-p serviceable_problem_number -r service_request] {-i ip_address_hostname -n managed_system -m machinetype_model_serial [-A attribute_list] Description The lssptfile command displays the list of support files on the management server. You can use it to list support files associated with a specific problem number, service request, or managed system, or all support files on the management server. Tip: You can use the collectsptfile command to collect support files from a specified system and copy them to the management server. Options -A --attribute key[,key... ] Displays values for one or more specified attributes, where key is the attribute key. Tips: v Separate the keys with commas. v The attributes and attribute values are not locale specific. You can specify any of the following attribute keys. Key Data type Description SystemName string Name of the system. FileName string Name of the support file. Directory string Directory for the support file. ServiceRequest string The service request identifier, as defined by the service provider. ProblemIdentifier string The local serviceable problem number, as defined on the management server. SupportFileType string Type of support file that was collected. CollectionTime string Date and time at which the support file was collected. Size integer Size of the support file, in bytes. -d --delimiter symbol Specifies the character or set of characters that separates output data, where symbol is a string of one or more characters. 70 Service and Support Manager (Electronic Service Agent)

77 Tip: If the delimiter contains spaces, enclose it in quotation marks. The behavior of this option depends on the use of the following other options in the command: v If you specify this option without the -A --attribute option, this command separates data fields in a record with a comma followed by a space. Data records are separated by the specified delimiter symbol. v If you specify this option with the -A --attribute option, this command separates data fields in a record with the specified delimiter symbol. Data records are separated by a line break. -h -? Displays the syntax and a brief description of the command. Tip: If you specify additional options other than -h -? --help, the options are ignored. --help Displays detailed information about the command, including the syntax, a description of the command, a description of the options and operands, error codes, and examples. Tips: v If you specify additional options other than -h -? --help, the options are ignored. v (AIX and Linux only) You can also display detailed help in the form of man pages using the man command_name command. -i --ipaddress {ip_address host_name} Targets one system, specified by IP address or host name. ip_address The IP address of the system. Tips: v You can enter lssys -A IP_address to list the IP address of each discovered system. v You can use either the IPv4 or IPv6 format to specify the IP address. host_name Either the host name or the host name and Domain Name System (DNS) suffix of the system. If the host name contains spaces, enclose it in quotation marks. If it contains a comma, prefix the comma with a backslash (\). Tips: v You can use the lsgp -N Hosts -A GroupMembers command to list all host names. v The host names are not locale specific. v A given IP address or host name might resolve multiple systems. For example, both the OperatingSystem and Server instance of a particular system will have the same host name. Use system Object ID (option -n) to target a system uniquely. -m --mtms {machinetype_model_serial} Targets one system, specified by machine type, model, and serial number. Chapter 2. IBM Flex System Manager Service and Support Manager 71

78 machinetype_model_serial Specifies the machine type, model, and serial number of the system from which to collect the support file. Tips: v Example of one of the formats: tttt-mmm*ssssss, where tttt is the machine type of the managed system, mmm is the machine model, and ssssss is the serial number. v Run this command without any options to view the MTS format for each system. v You can use the lssys -A MachineType,Model,SerialNumber command to list the machine types, models, and serial numbers of all systems. -n --name {system_name system_oid} Targets one system, specified by name or ID. system_name Specifies the name of the system. Tips: v If a system name contains a comma, prefix the comma with a backslash (\). v If a system name contains special characters such as spaces, enclose the name in quotation marks. v To list all system names, use the lssys command without any options. v The system names might not be unique. This command must act on a single system with the specified name. Use the -v --verbose option to return a message when this command finds multiple systems with the same name. To target a system that has a name that is not unique, identify the system by specifying its unique, hexadecimal ID, or use additional target options to refine the selection. v The system names are not locale specific. system_oid Specifies the unique ID (OID) of the system. Specify the unique ID as a decimal value or as a hexadecimal value prefixed with 0x (for example, 123 or 0x37). Tip: To list all system OIDs, use the lssys command with the -o option. -p --problem {serviceable_problem_number} Specifies the serviceable problem number, as defined on the management server. Tips: v If serviceable_problem_number is specified, options for displaying support files for a specific managed system are ignored. v You can use the lssvcproblem command to list all serviceable problems on the system. -r --service_request {service_request} Specifies the service request identifier, as defined by the service provider. Tips: 72 Service and Support Manager (Electronic Service Agent) v Any commas in service_request are ignored. For example, a service_request of ccc,rrr,xxxx is processed the same as cccrrrxxxx.

79 v If service_request is specified, options for displaying support files for a specific managed system are ignored. v You can use the lssvcproblem command to list all serviceable problems on the system. Note: The -L --lang option and the DIR_LANG environment variable are no longer available beginning in IBM Flex System Manager 6.3. Use of the -L --lang option will result in a usage error. If the DIR_LANG environment is set, it will be ignored. Exit status The following table contains the codes returned by this command. v 0: The operation completed successfully. v 1: No value was given for this option. v 9: A specified locale is not valid or not supported. v 20: The specified system is not valid. v 50: The specified name for the target system is not unique. v 60: The specified serviceable problem number was not found. v 61: The specified service request was not found. Examples 1. List all support files on the management server This example illustrates how to list all the support files on the management server. smcli lssptfile IBM EE : File: AB36C.problem.116.pmh SYSDUMP.dump.SYSDUMP.02AB36C E Directory: /dump Service Request: 001,04,05853 Problem Identifier: Support File Type: SYSDUMP Collection Time: Feb 10, :55:34 PM Status: Submitted to the service provider Size: 10 KB IBM X XPGKF2Z : File: X_XPGKF2Z_ xml.gz Location: /dump Service Request: Problem Identifier: Support File Type: Dynamic System Analysis Collection Time: Sep 08, :16:12 PM Status: Collected Size: 45 KB 2. List support files for a managed system specified by machine type, model, and serial number This example illustrates how to display a list of all support files on the management server for the managed system with a machine type of 9406, a model number of 570, and a serial number of smcli lssptfile -m * List support files associated with a serviceable problem number This example illustrates how to display a list of support files on the management server associated with the local serviceable problem number smcli lssptfile -p List support files associated with a service request This example illustrates how to display a list of support files on the management server associated with service request number 61999,933,000. Chapter 2. IBM Flex System Manager Service and Support Manager 73

80 Note: Specifying displays the same results because commas are ignored. smcli lssptfile -r 61999,933,000 Related reference: collectsptfile command on page 63 Use the smcli collectsptfile command to collect support files from a specified system and copy them to the management server. lssvcproblem command Use the smcli lssvcproblem command to display a list of serviceable problems on the management server. lssvcproblem command Use the smcli lssvcproblem command to display a list of serviceable problems on the management server. Synopsis smcli [-c] [-prompt] [-user user_name] [-pw password] lssvcproblem options For information about the options listed above that are specific to smcli, enter smcli -?. smcli lssvcproblem {-h -? --help} smcli lssvcproblem [-P query] [-i ip_address_hostname -n managed_system -m machinetype_model_serial] [-d symbol] [-A attribute_list] Description The lssvcproblem command displays the list of serviceable problems on the management server. You can use it to list information about all serviceable problems, serviceable problems associated with a specified managed system, or serviceable problems that have a specified attribute. If no options are specified, this command lists all serviceable problems for the management server. Options -A --attribute key[,key... ] Displays values for one or more specified attributes, where key is the attribute key. Tips: v Separate the keys with commas. v The attributes and attribute values are not locale specific. You can specify any of the following attribute keys. Key Data type Description FailingSystem Name FailingSystem MTMS string string Name of the system that is having the serviceable problem. Machine type, model, and serial number (MTMS) for the system that is having the serviceable problem. 74 Service and Support Manager (Electronic Service Agent)

81 Key Data type Description ManagingSystem Name ManagingSystem MTMS string string Name of the system that is managing the serviceable problem (the IBM Flex System Manager management server). MTMS of the system that is managing the serviceable problem (the IBM Flex System Manager management server). ProblemIdentifier string Local serviceable problem number, as defined on the management server. ServiceRequest string Service request identifier, as defined at the service provider. ProblemStatus Enum integer Number representing the status of the local serviceable problem on the management server. Possible values are: 1: Created 4: Held 6: Pending submission 7: Submitted 9: Failed to submit 13: Closed 15: Reported externally 16: Call home disabled ProblemStatus string Status of the local serviceable problem on the management server. ServiceRequest StatusEnum ServiceRequest Status integer string Number representing the status of the service request submitted to the service provider. Possible values are: 1: Open 2: Closed 5: Unknown Status of the service request submitted to the service provider. ReferenceCode string Reference code of the serviceable problem. FirstReportedTime string Date and time at which the serviceable event was first reported on the failing system. EventTime string Date and time at which the serviceable event first occurred on the failing system. CreatedTime string Date and time at which the serviceable problem was created on the management server. LastReportedTime string Date and time at which the serviceable problem was last reported for the system that is having the serviceable problem. EnclosureMTMS string MTMS of the enclosure for the system that is having the serviceable problem. ReportingSystem Name ReportingSystem MTMS string string Name of the system that is reporting the serviceable problem (the IBM Flex System Manager management server). MTMS of the system that is reporting the serviceable problem (the IBM Flex System Manager management server). Chapter 2. IBM Flex System Manager Service and Support Manager 75

82 Key Data type Description ProblemText string Text string describing the serviceable problem. FirmwareFix string Firmware fix identifier. -d --delimiter symbol Specifies the character or set of characters that separates output data, where symbol is a string of one or more characters. Tip: If the delimiter contains a special character (for example, a space or comma), enclose the delimiter in double quotation marks. The behavior of this option depends on the use of the following other options in the command: v If you specify this option without the -A --attribute option, this command separates data fields in a record with a comma followed by a space. Data records are separated by the specified delimiter symbol. v If you specify this option with the -A --attribute option, this command separates data fields in a record with the specified delimiter symbol. Data records are separated by a line break. -h -? Displays the syntax and a brief description of the command. Tip: If you specify additional options other than -h -? --help, the options are ignored. --help Displays detailed information about the command, including the syntax, a description of the command, a description of the options and operands, error codes, and examples. Tips: v If you specify additional options other than -h -? --help, the options are ignored. v (AIX and Linux only) You can also display detailed help in the form of man pages using the man command_name command. -i --ipaddress {ip_address host_name} Targets one system, specified by IP address or host name. ip_address The IP address of the system. Tips: v You can enter lssys -A IP_address to list the IP address of each discovered system. v You can use either the IPv4 or IPv6 format to specify the IP address. host_name Either the host name or the host name and Domain Name System (DNS) suffix of the system. If the host name contains spaces, enclose it in quotation marks. If it contains a comma, prefix the comma with a backslash (\). Tips: 76 Service and Support Manager (Electronic Service Agent)

83 v You can use the lsgp -N Hosts -A GroupMembers command to list all host names. v The host names are not locale specific. v A given IP address or host name might resolve multiple systems. For example, both the OperatingSystem and Server instance of a particular system will have the same host name. Use system Object ID (option -n) to target a system uniquely. -m --mtms {machinetype_model_serial} Targets one system, specified by machine type, model, and serial number. machinetype_model_serial Specifies the machine type, model, and serial number of the system from which to collect the support file. Tips: v Example of one of the formats: tttt-mmm*ssssss, where tttt is the machine type of the managed system, mmm is the machine model, and ssssss is the serial number. v Run this command without any options to view the MTS format for each system. v You can use the lssys -A MachineType,Model,SerialNumber command to list the machine types, models, and serial numbers of all systems. -n --name {system_name system_oid} Targets one system, specified by name or ID. system_name Specifies the name of the system. Tips: v If a system name contains a comma, prefix the comma with a backslash (\). v If a system name contains special characters such as spaces, enclose the name in quotation marks. v To list all system names, use the lssys command without any options. v The system names might not be unique. This command must act on a single system with the specified name. Use the -v --verbose option to return a message when this command finds multiple systems with the same name. To target a system that has a name that is not unique, identify the system by specifying its unique, hexadecimal ID, or use additional target options to refine the selection. v The system names are not locale specific. system_oid Specifies the unique ID (OID) of the system. Specify the unique ID as a decimal value or as a hexadecimal value prefixed with 0x (for example, 123 or 0x37). Tip: To list all system OIDs, use the lssys command with the -o option. -P --problemfilter "{query}" Displays one or more serviceable problems based on the serviceable problem attributes specified by query. The query option is a string that defines a selection query. Enclose query in quotation marks. Use the following format for query: Chapter 2. IBM Flex System Manager Service and Support Manager 77

84 "attribute_key= value [{AND OR} attribute_key= value...]" Where attribute_key can be any valid attribute and value is the value of the attribute. Note: The specified value must match the expected type for the associated attribute. For example, if the attribute is of the type string, a string must be specified. Tips: v Use the logical operators =,!=, >=, or <= between attribute_key and value. v Use the logical operators AND or OR to combine attributes. v Use parentheses to create nested logical constructs. v This command supports only the following serviceable problem attributes: ProblemIdentifier ProblemStatusEnum ServiceRequest ServiceRequestStatusEnum v Always enclose query in double quotation marks (for example, "ServiceRequestStatusEnum=1"). Do not use quotation marks within the query. v Enclose value in single quotation marks if it contains special characters: for example, a space, comma, =, <, >,! ), or (. Note: The -L --lang option and the DIR_LANG environment variable are no longer available beginning in IBM Flex System Manager 6.3. Use of the -L --lang option will result in a usage error. If the DIR_LANG environment is set, it will be ignored. Exit status The following table contains the codes returned by this command. v 0: The operation completed successfully. v 1: No value was given for this option. v 9: A specified locale is not valid or not supported. v 20: The specified system is not valid. v 50: The specified name for the target system is not unique. v 60: The specified serviceable problem number was not found. Examples 1. List all serviceable problems on the management server This example illustrates how to display a list of all serviceable problems on the management server. smcli lssvcproblem FailingSystemName: CS FailingSystemMTMS: * ManagingSystemName: DIRSRV984 ManagingSystemMTMS: X*XPGKF2Z ProblemIdentifier: ServiceRequest: 001,04,05853 ProblemStatusEnum: 7 ProblemStatus: Submitted ServiceRequestStatusEnum: 1 ServiceRequestStatus: Open 78 Service and Support Manager (Electronic Service Agent)

85 ReferenceCode: 283C7634 FirstReportedTime: Feb 10, :55:34 PM EventTime: Feb 10, :55:34 PM CreatedTime: Feb 10, :55:34 PM LastReportedTime: Feb 11, :30:24 PM EnclosureMTMS: * ReportingSystemName: DIRSRV984 ReportingSystemMTMS: X*XPGKF2Z ProblemText: A fatal error occurred on fan 3 FirmwareFix: SA List serviceable problems for a managed system specified by machine type, model, and serial number This example illustrates how to display a list of all of the serviceable problems on the management server for the managed system with a machine type of 9406, model number of 570, and serial number of smcli lssvcproblem -m * List all serviceable problems with service requests that are in an open state. This example illustrates how to display a list of serviceable problems that have service requests in an open state. smcli lssvcproblem -P "ServiceRequestStatusEnum=1" 4. List all serviceable problems that have a local problem status of held This example illustrates how to list all serviceable problems that have a status indicating that they being are held for submission to the service provider. smcli lssvcproblem -P "ProblemStatusEnum=4" rmsptfile command Use the smcli rmsptfile command to remove one or more support files from the management server. Synopsis smcli [-c] [-prompt] [-user user_name] [-pw password] rmsptfile options For information about the options listed above that are specific to smcli, enter smcli -?. smcli rmsptfile {-h -? --help} smcli rmsptfile {-F file_list} Description The rmsptfile command removes one or more support files from the management server. This command removes the files from the support-file view and deletes them from the management server file system. Tip: You can use the lssptfile command to display a list of support files associated with a specific problem number, service request, or managed system, or all support files on the management server. Operands This command uses the fully qualified file names for support files that are to be removed from the management server as an operand. Chapter 2. IBM Flex System Manager Service and Support Manager 79

86 Options -F --file {file_name} [,{file_name}...] Specifies the fully qualified file name of one or more support files to be removed from the support-file management view and deleted from the file system of the management server. Tip: If file_name contains special characters such as spaces, enclose it in quotation marks. -h -? Displays the syntax and a brief description of the command. Tip: If you specify additional options other than -h -? --help, the options are ignored. --help Displays detailed information about the command, including the syntax, a description of the command, a description of the options and operands, error codes, and examples. Tips: v If you specify additional options other than -h -? --help, the options are ignored. v (AIX and Linux only) You can also display detailed help in the form of man pages using the man command_name command. Note: The -L --lang option and the DIR_LANG environment variable are no longer available beginning in IBM Flex System Manager 6.3. Use of the -L --lang option will result in a usage error. If the DIR_LANG environment is set, it will be ignored. Exit status The following table contains the codes returned by this command. v 0: The operation completed successfully. v 1: No value was given for this option. v 9: A specified locale is not valid or not supported. v 70: One or more of the specified support files was not found. Examples 1. Remove a support file This example illustrates how to remove a single support file from the management server. In this case, the specified support file is a flexible service processor dump. smcli rmsptfile -F /dump/9119.fha.02fd881.problem.noprob.pmh.nopmh.fspdump.opt.ccfw.data.p.sa.fspdump.02fd gz 2. Remove multiple support files This example illustrates how to remove two support files from the management server. In this case, the specified files are Dynamic Systems Analysis (DSA) support files. smcli rmsptfile -F /dump/7979ac1_23d0600_ xml.gz, /dump/7976ac2_ _ xml.gz Related reference: lssptfile command on page 69 Use the smcli lssptfile command to display a list of support files located on the 80 Service and Support Manager (Electronic Service Agent)

87 management server. submitsptfile command Use the smcli submitsptfile command to send a support file on the management server to the service provider. Synopsis smcli [-c] [-prompt] [-user user_name] [-pw password] submitsptfile options For information about the options listed above that are specific to smcli, enter smcli -?. smcli submitsptfile {-h -? --help} smcli submitsptfile {-F file_name}[-r service_request] Description The submitsptfile command sends a support file that exists on the management server to the service provider. If the -r --service_request option is used, the support file is sent as an attachment to the service request. If the -r --service_request option is not used, the support file is sent to the service provider without being associated with a service request. If the support file is already associated with a service request it will be submitted for that service request, provided that a different service request was not supplied on the command line. Tip: You can use the lssptfile command to display a list of support files associated with a specific problem number, service request, or managed system, or all support files on the management server. Operands This command uses the fully qualified file name for the support file to be sent to the service provider as an operand. Options -F --file {file_name} Specifies the fully qualified file name of the support file on the management server to be sent to the service provider. Tip: If file_name contains special characters such as spaces, enclose it in quotation marks. -h -? Displays the syntax and a brief description of the command. Tip: If you specify additional options other than -h -? --help, the options are ignored. --help Displays detailed information about the command, including the syntax, a description of the command, a description of the options and operands, error codes, and examples. Tips: Chapter 2. IBM Flex System Manager Service and Support Manager 81

88 v If you specify additional options other than -h -? --help, the options are ignored. v (AIX and Linux only) You can also display detailed help in the form of man pages using the man command_name command. -r --service_request {service_request} Specifies which service request to associate with the support file to be sent to the service provider. Tips: v If the support file has already been associated with a service request and no service request is specified, the support file is sent to the service provider as an attachment to the service request. v If the specified service request does not match the service request with which the support file is associated, the request to submit the support file fails. v If Service and Support Manager does not recognize the specified service request, the request to submit the support file fails. v Any commas in service_request are ignored. A service_request of ccc,rrr,xxxx is processed the same as cccrrrxxxx. v You can use the lssvcproblem command to list all of the serviceable problems on the system. v You cannot submit support files associated with a service request in a any of the following states: Closed, Expired, Failed, or Unknown. Note: The -L --lang option and the DIR_LANG environment variable are no longer available beginning in IBM Flex System Manager 6.3. Use of the -L --lang option will result in a usage error. If the DIR_LANG environment is set, it will be ignored. Exit status The following table contains the codes returned by this command. v 0: The operation completed successfully. v 1: No value was given for this option. v 9: A specified locale is not valid or not supported. v 20: The specified system is not valid. v 61: The specified service request was not found. Examples 1. Send a support file to the service provider without associating it with a service request This example illustrates how to send a service processor support file to the service provider. In this case, the specified support file is a flexible service processor dump. The support file is not associated with a service request. smcli submitsptfile -F /dump/9119.fha.02fd881.problem.noprob.pmh.nopmh.fspdump.opt.ccfw.data.p.sa.fspdump.02fd gz 2. Send a support file to the service provider and associate it with a service request This example illustrates how to send a Dynamic Systems Analysis (DSA) support file to the service provider and associate it with a service request. In this case, the service request is identified as USEOCSUTWUL. smcli submitsptfile -F 7979AC1_23D0600_ xml.gz -r USEOCSUTWUL 82 Service and Support Manager (Electronic Service Agent)

89 Searching messages Related reference: lssptfile command on page 69 Use the smcli lssptfile command to display a list of support files located on the management server. lssvcproblem command on page 74 Use the smcli lssvcproblem command to display a list of serviceable problems on the management server. Most messages that appear in IBM Flex System Manager and its plug-ins are also documented in the information center. However, messages are not listed in the table of contents; they are located using a search. Use the Search feature of the information center or help system to locate additional information associated with any message that you might encounter when using IBM Flex System Manager and its plug-ins. Note that not all messages have more detailed help associated with them. To find a specific message, copy and paste its unique message identifier (for example, ATKSRV614E) into the Search field and click Go. The unique message identifier is seven characters minimum and ten characters maximum, in the format XXXYYY######Z, and is structured as follows: v The first 3 alphabetic characters (XXX) identify the component prefix. v The next 0-3 alphabetic characters (YYY) identify the subsystem. The subsystem ID is optional. v The next 3-6 digits (######) identify the message number. Note: Zero padded numbers in message identifiers are not unique. For example, numbers 029, 0029, and all represent the same message. However, when searching for a message in the infocenter, ensure that you include the same number of zeros as appeared in the message identifier in the product. Otherwise, the infocenter search will not find the message. v The last character (Z) identifies the severity code, as follows: E I W Indicates that the message is an error message. Indicates that the message is an information message. Indicates that the message is a warning message. To find a set of related messages, enter the common portion of the set's message identifiers into the Search field, fill in the missing portions with asterisks ( * ), and click Go. For example, to find all messages in the ATK component, enter ATK* into the Search field. You can also search for any term and then scan the search results list for messages. Chapter 2. IBM Flex System Manager Service and Support Manager 83

90 84 Service and Support Manager (Electronic Service Agent)

91 Appendix. Getting help and technical assistance Before you call If you need help, service, or technical assistance or just want more information about IBM products, you will find a wide variety of sources available from IBM to assist you. Use this information to obtain additional information about IBM and IBM products, determine what to do if you experience a problem with your IBM system or optional device, and determine whom to call for service, if it is necessary. Before you call, make sure that you have taken these steps to try to solve the problem yourself. If you believe that you require IBM to perform warranty service on your IBM product, the IBM service technicians will be able to assist you more efficiently if you prepare before you call. v Check for updated firmware and operating-system device drivers for your IBM product. The IBM Warranty terms and conditions state that you, the owner of the IBM product, are responsible for maintaining and updating all software and firmware for the product (unless it is covered by an additional maintenance contract). Your IBM service technician will request that you upgrade your software and firmware if the problem has a documented solution within a software upgrade. You can obtain the latest downloads for your IBM product from groupview?query.productgroup=ibm%2fbladecenter. v If you have installed new hardware or software in your environment, check to make sure that the hardware and software is supported by your IBM product. v Use the troubleshooting information in your system documentation, and use the diagnostic tools that come with your IBM product. Information about diagnostic tools is in the Problem Determination and Service Guide on the IBM Documentation CD that comes with your product. v Go to to check for information to help you solve the problem. v Gather the following information to provide to IBM service. This data will help IBM service quickly provide a solution to your problem and ensure that you receive the level of service for which you might have contracted. Hardware and Software Maintenance agreement contract numbers, if applicable Machine type number (IBM 4-digit machine identifier) Model number Serial number Current system UEFI (or BIOS) and firmware levels Other pertinent information such as error messages and logs v Go to to submit an Electronic Service Request. Submitting an Electronic Service Request will start the process Copyright IBM Corp. 2012,

92 Using the documentation of determining a solution to your problem by making the pertinent information available to IBM service quickly and efficiently. IBM service technicians can start working on your solution as soon as you have completed and submitted an Electronic Service Request. Information about your IBM system and preinstalled software, if any, or optional device is available in the documentation that comes with the product. That documentation can include printed documents, online documents, readme files, and help files. See the troubleshooting information in your system documentation for instructions for using the diagnostic programs. The troubleshooting information or the diagnostic programs might tell you that you need additional or updated device drivers or other software. IBM maintains pages on the World Wide Web where you can get the latest technical information and download device drivers and updates. To access these pages, go to You can find the most up-to-date information for BladeCenter products at Getting help and information from the World Wide Web Software service and support Put your short description here; used for first paragraph and abstract. On the World Wide Web, up-to-date information about IBM systems, optional devices, services, and support is available at You can find the most up-to-date product information for BladeCenter products at Through IBM Support Line, you can get telephone assistance, for a fee, with usage, configuration, and software problems with your IBM products. For information about which products are supported by Support Line in your country or region, see documentation/index.jsp. For more information about Support Line and other IBM services, see or see for support telephone numbers. In the U.S. and Canada, call IBM-SERV ( ). Hardware service and support You can receive hardware service through your IBM reseller or IBM Services. To locate a reseller authorized by IBM to provide warranty service, go to and click Find Business Partners on the right side of the page. For IBM support telephone numbers, see In the U.S. and Canada, call IBM-SERV ( ). 86 Service and Support Manager (Electronic Service Agent)

93 IBM Taiwan product service In the U.S. and Canada, hardware service and support is available 24 hours a day, 7 days a week. In the U.K., these services are available Monday through Friday, from 9 a.m. to 6 p.m. Use this information to contact IBM Taiwan product service. IBM Taiwan product service contact information: IBM Taiwan Corporation 3F, No 7, Song Ren Rd. Taipei, Taiwan Telephone: Appendix. Getting help and technical assistance 87

94 88 Service and Support Manager (Electronic Service Agent)

95 Notices This information was developed for products and services offered in the U.S.A. IBM may not offer the products, services, or features discussed in this document in other countries. Consult your local IBM representative for information on the products and services currently available in your area. Any reference to an IBM product, program, or service is not intended to state or imply that only that IBM product, program, or service may be used. Any functionally equivalent product, program, or service that does not infringe any IBM intellectual property right may be used instead. However, it is the user's responsibility to evaluate and verify the operation of any non-ibm product, program, or service. IBM may have patents or pending patent applications covering subject matter described in this document. The furnishing of this document does not give you any license to these patents. You can send license inquiries, in writing, to: IBM Director of Licensing IBM Corporation North Castle Drive Armonk, NY U.S.A. INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THIS PUBLICATION AS IS WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some states do not allow disclaimer of express or implied warranties in certain transactions, therefore, this statement may not apply to you. This information could include technical inaccuracies or typographical errors. Changes are periodically made to the information herein; these changes will be incorporated in new editions of the publication. IBM may make improvements and/or changes in the product(s) and/or the program(s) described in this publication at any time without notice. Any references in this information to non-ibm websites are provided for convenience only and do not in any manner serve as an endorsement of those websites. The materials at those websites are not part of the materials for this IBM product, and use of those websites is at your own risk. IBM may use or distribute any of the information you supply in any way it believes appropriate without incurring any obligation to you. Trademarks IBM, the IBM logo, and ibm.com are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the web at Copyright and trademark information at Copyright IBM Corp. 2012,

96 Important notes Adobe and PostScript are either registered trademarks or trademarks of Adobe Systems Incorporated in the United States and/or other countries. Cell Broadband Engine is a trademark of Sony Computer Entertainment, Inc., in the United States, other countries, or both and is used under license therefrom. Intel, Intel Xeon, Itanium, and Pentium are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries. Java and all Java-based trademarks and logos are trademarks or registered trademarks of Oracle and/or its affiliates. Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both. Microsoft, Windows, and Windows NT are trademarks of Microsoft Corporation in the United States, other countries, or both. UNIX is a registered trademark of The Open Group in the United States and other countries. Processor speed indicates the internal clock speed of the microprocessor; other factors also affect application performance. CD or DVD drive speed is the variable read rate. Actual speeds vary and are often less than the possible maximum. When referring to processor storage, real and virtual storage, or channel volume, KB stands for 1024 bytes, MB stands for 1,048,576 bytes, and GB stands for 1,073,741,824 bytes. When referring to hard disk drive capacity or communications volume, MB stands for 1,000,000 bytes, and GB stands for 1,000,000,000 bytes. Total user-accessible capacity can vary depending on operating environments. Maximum internal hard disk drive capacities assume the replacement of any standard hard disk drives and population of all hard disk drive bays with the largest currently supported drives that are available from IBM. Maximum memory might require replacement of the standard memory with an optional memory module. IBM makes no representation or warranties regarding non-ibm products and services that are ServerProven, including but not limited to the implied warranties of merchantability and fitness for a particular purpose. These products are offered and warranted solely by third parties. IBM makes no representations or warranties with respect to non-ibm products. Support (if any) for the non-ibm products is provided by the third party, not IBM. Some software might differ from its retail version (if available) and might not include user manuals or all program functionality. 90 Service and Support Manager (Electronic Service Agent)

97 Particulate contamination Attention: Airborne particulates (including metal flakes or particles) and reactive gases acting alone or in combination with other environmental factors such as humidity or temperature might pose a risk to the device that is described in this document. Risks that are posed by the presence of excessive particulate levels or concentrations of harmful gases include damage that might cause the device to malfunction or cease functioning altogether. This specification sets forth limits for particulates and gases that are intended to avoid such damage. The limits must not be viewed or used as definitive limits, because numerous other factors, such as temperature or moisture content of the air, can influence the impact of particulates or environmental corrosives and gaseous contaminant transfer. In the absence of specific limits that are set forth in this document, you must implement practices that maintain particulate and gas levels that are consistent with the protection of human health and safety. If IBM determines that the levels of particulates or gases in your environment have caused damage to the device, IBM may condition provision of repair or replacement of devices or parts on implementation of appropriate remedial measures to mitigate such environmental contamination. Implementation of such remedial measures is a customer responsibility. Table 11. Limits for particulates and gases Contaminant Particulate Limits v The room air must be continuously filtered with 40% atmospheric dust spot efficiency (MERV 9) according to ASHRAE Standard v Air that enters a data center must be filtered to 99.97% efficiency or greater, using high-efficiency particulate air (HEPA) filters that meet MIL-STD-282. v The deliquescent relative humidity of the particulate contamination must be more than 60%2. v The room must be free of conductive contamination such as zinc whiskers. Gaseous v Copper: Class G1 as per ANSI/ISA v Silver: Corrosion rate of less than 300 Å in 30 days 1 ASHRAE Method of Testing General Ventilation Air-Cleaning Devices for Removal Efficiency by Particle Size. Atlanta: American Society of Heating, Refrigerating and Air-Conditioning Engineers, Inc. 2 The deliquescent relative humidity of particulate contamination is the relative humidity at which the dust absorbs enough water to become wet and promote ionic conduction. 3 ANSI/ISA Environmental conditions for process measurement and control systems: Airborne contaminants. Instrument Society of America, Research Triangle Park, North Carolina, U.S.A. Documentation format The publications for this product are in Adobe Portable Document Format (PDF) and should be compliant with accessibility standards. If you experience difficulties when you use the PDF files and want to request a web-based format or accessible PDF document for a publication, direct your mail to the following address: Information Development IBM Corporation Notices 91

98 205/A E. Cornwallis Road P.O. Box Research Triangle Park, North Carolina U.S.A. In the request, be sure to include the publication part number and title. When you send information to IBM, you grant IBM a nonexclusive right to use or distribute the information in any way it believes appropriate without incurring any obligation to you. Telecommunication regulatory statement Electronic emission notices This product is not intended to be connected directly or indirectly by any means whatsoever to interfaces of public telecommunications networks, nor is it intended to be used in a public services network. When you attach a monitor to the equipment, you must use the designated monitor cable and any interference suppression devices that are supplied with the monitor. Federal Communications Commission (FCC) statement Note: This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the user will be required to correct the interference at his own expense. Properly shielded and grounded cables and connectors must be used in order to meet FCC emission limits. IBM is not responsible for any radio or television interference caused by using other than recommended cables and connectors or by unauthorized changes or modifications to this equipment. Unauthorized changes or modifications could void the user's authority to operate the equipment. This device complies with Part 15 of the FCC Rules. Operation is subject to the following two conditions: (1) this device may not cause harmful interference, and (2) this device must accept any interference received, including interference that might cause undesired operation. Industry Canada Class A emission compliance statement This Class A digital apparatus complies with Canadian ICES-003. Avis de conformité à la réglementation d'industrie Canada Cet appareil numérique de la classe A est conforme à la norme NMB-003 du Canada. 92 Service and Support Manager (Electronic Service Agent)

99 Australia and New Zealand Class A statement Attention: This is a Class A product. In a domestic environment this product may cause radio interference in which case the user may be required to take adequate measures. European Union EMC Directive conformance statement This product is in conformity with the protection requirements of EU Council Directive 2004/108/EC on the approximation of the laws of the Member States relating to electromagnetic compatibility. IBM cannot accept responsibility for any failure to satisfy the protection requirements resulting from a nonrecommended modification of the product, including the fitting of non-ibm option cards. Attention: This is an EN Class A product. In a domestic environment this product may cause radio interference in which case the user may be required to take adequate measures. Responsible manufacturer: International Business Machines Corp. New Orchard Road Armonk, New York European Community contact: IBM Technical Regulations, Department M456 IBM-Allee 1, Ehningen, Germany Telephone: [email protected] Germany Class A statement Deutschsprachiger EU Hinweis: Hinweis für Geräte der Klasse A EU-Richtlinie zur Elektromagnetischen Verträglichkeit Dieses Produkt entspricht den Schutzanforderungen der EU-Richtlinie 2004/108/EG zur Angleichung der Rechtsvorschriften über die elektromagnetische Verträglichkeit in den EU-Mitgliedsstaaten und hält die Grenzwerte der EN Klasse A ein. Um dieses sicherzustellen, sind die Geräte wie in den Handbüchern beschrieben zu installieren und zu betreiben. Des Weiteren dürfen auch nur von der IBM empfohlene Kabel angeschlossen werden. IBM übernimmt keine Verantwortung für die Einhaltung der Schutzanforderungen, wenn das Produkt ohne Zustimmung der IBM verändert bzw. wenn Erweiterungskomponenten von Fremdherstellern ohne Empfehlung der IBM gesteckt/eingebaut werden. EN Klasse A Geräte müssen mit folgendem Warnhinweis versehen werden: Warnung: Dieses ist eine Einrichtung der Klasse A. Diese Einrichtung kann im Wohnbereich Funk-Störungen verursachen; in diesem Fall kann vom Betreiber verlangt werden, angemessene Maßnahmen zu ergreifen und dafür aufzukommen. Notices 93

100 Deutschland: Einhaltung des Gesetzes über die elektromagnetische Verträglichkeit von Geräten Dieses Produkt entspricht dem Gesetz über die elektromagnetische Verträglichkeit von Geräten (EMVG). Dies ist die Umsetzung der EU-Richtlinie 2004/108/EG in der Bundesrepublik Deutschland. Zulassungsbescheinigung laut dem Deutschen Gesetz über die elektromagnetische Verträglichkeit von Geräten (EMVG) (bzw. der EMC EG Richtlinie 2004/108/EG) für Geräte der Klasse A Dieses Gerät ist berechtigt, in Übereinstimmung mit dem Deutschen EMVG das EG-Konformitätszeichen - CE - zu führen. Verantwortlich für die Einhaltung der EMV Vorschriften ist der Hersteller: International Business Machines Corp. New Orchard Road Armonk, New York Der verantwortliche Ansprechpartner des Herstellers in der EU ist: IBM Deutschland Technical Regulations, Department M456 IBM-Allee 1, Ehningen, Germany Telephone: [email protected] Generelle Informationen: Das Gerät erfüllt die Schutzanforderungen nach EN und EN Klasse A. Japan VCCI Class A statement This is a Class A product based on the standard of the Voluntary Control Council for Interference (VCCI). If this equipment is used in a domestic environment, radio interference may occur, in which case the user may be required to take corrective actions. Japan Electronics and Information Technology Industries Association (JEITA) statement 94 Service and Support Manager (Electronic Service Agent)

101 Japan Electronics and Information Technology Industries Association (JEITA) Confirmed Harmonics Guidelines with Modifications (products greater than 20 A per phase) Korea Communications Commission (KCC) statement This is electromagnetic wave compatibility equipment for business (Type A). Sellers and users need to pay attention to it. This is for any areas other than home. Russia Electromagnetic Interference (EMI) Class A statement People's Republic of China Class A electronic emission statement Taiwan Class A compliance statement Notices 95

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103 Index A accessible documentation 91 assistance, getting 85 Attention notice, meaning 3 Australia Class A statement 93 C Caution notice, meaning 3 China Class A electronic emission statement 95 Class A electronic emission notice 92 collectsptfile 63 commands collectsptfile 63 lssptfile 70 lssvcproblem 74 rmsptfile 79 ssmimport 60 submitsptfile 81 configure service and support commands 60 contamination, particulate and gaseous 91 conventions syntax diagram 59 D Danger notice, meaning 3 default contact 14 delete contact 14 documentation using 86 documentation format 91 documentation resources 1 documentation, related 1 E edit contact 14 electronic emission Class A notice 92 Electronic emission notices 92 Electronic Services 6, 9 European Union EMC Directive conformance statement 93 F FCC Class A notice 92 G gaseous contamination 91 Germany Class A statement 93 getting help 86 H hardware service and support telephone numbers 86 help getting 85 help, World Wide Web 86 I IBM Flex System Manager management software overview 1 IBM Taiwan product service 87 Important notice, meaning 3 important notices 90 Industry Canada Class A emission compliance statement 92 information center 86 J Japan Electronics and Information Technology Industries Association statement 94 Japan VCCI Class A statement 94 Japan Voluntary Control Council for Interference Class A statement 94 JEITA statement 94 K Korea Communications Commission statement 95 L lssptfile 70 lssvcproblem 74 M manage service and support files commands 63, 70, 74, 79, 81 N new contact 14 New Zealand Class A statement 93 notes, important 90 notices 89 electronic emission 92 FCC, Class A 92 O overview, IBM Flex System Manager management software 1 P particulate contamination 91 People's Republic of China Class A electronic emission statement 95 product service, IBM Taiwan 87 publications, related 1 R related documentation 1 rmsptfile 79 Russia Class A electromagnetic interference statement 95 Russia Electromagnetic Interference (EMI) Class A statement 95 S service and support before you call 85 configure 60 hardware 86 manage support files 63, 70, 74, 79, 81 software 86 service contact 14 software service and support telephone numbers 86 ssmimport 60 submitsptfile 81 syntax diagram conventions 59 T Taiwan Class A compliance statement 95 telecommunication regulatory statement 92 trademarks 89 troubleshoot electronic service agent 33, 34, 56, 57, 58, 59 troubleshoot eligibility 33, 34, 56, 57, 58, 59 troubleshoot service 33, 34, 56, 57, 58, 59 troubleshoot service and support 33, 34, 56, 57, 58, 59 troubleshoot support 33, 34, 56, 57, 58, 59 U United States electronic emission Class A notice 92 United States FCC Class A notice 92 Copyright IBM Corp. 2012,

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105

106 IBM Part Number: 00FH234 Printed in USA (1P) P/N: 00FH234