IT32224: WHEN OPENING SOFTWARE TICKETS FOR V5030 AND V3700 DEVICES THEY ARE OPENED AS V7000.

IBM Spectrum Control 5.3.7 (May 2020)

APAR status

• Closed as program error.

Error description

• DETAIL OF PROBLEM:
  Opening a software ticket using Storage
  Insights for the V5030 and V3700 devices causes the ticket to
  be routed to V7000 teams, creating confusion and entitlement
  issues.
  
  Need to correctly open and route tickets appropriately
  .
  
  _____________________________________________________________
  _________
  DB2 Version used for Server: N/A
  The defect is
  against component: 5608TPCSI
  Server/Manager build/release
  (TPC): 5.3.5
  Agent build/release (TPC): N/A
  Server/Manager
  (OS): N/A
  Agent (OS):
  _________________________________________
  _____________________________
  Problem as described by customer:
  Customer experienced delays getting support due to the improper
  routing.
  Initial customer impact (low/med/high):med
  

Local fix

• Local Fix: Workaround, open tickets via IBM Support site
  directly
  

Problem summary

• ****************************************************************
  * USERS AFFECTED:                                              *
  * IBM Storage Insights users opening device support tickets    *
  ****************************************************************
  * PROBLEM DESCRIPTION:                                         *
  * Using Storage Insights to open a software support ticket     *
  * for the V5030 and V3700 devices causes the ticket to         *
  * be routed to Storwize V7000 teams, creating confusion        *
  * and entitlement issues.                                      *
  *                                                              *
  * Tickets need to correctly opened and routed to               *
  * appropriate device support team.                             *
  ****************************************************************
  * RECOMMENDATION:                                              *
  ****************************************************************
  

Problem conclusion

• The fix for this APAR is targeted for the following release:
  
  IBM Storage Insights 2Q20   [ 5.3.7-IBM-SC ]
  
  ( release target 2Q 2020 / May )
  
  The target dates for future releases do not represent a formal
  commitment by IBM. The dates are subject to change without
  notice.
  

Temporary fix

Comments

APAR Information

• APAR is sysrouted FROM one or more of the following:

• APAR is sysrouted TO one or more of the following:

Fix information

• Fixed component name

  STORAGE INSIGHT

• Fixed component ID

  5608TPCSI

Applicable component levels

• R535 PSY

     UP

• R536 PSY

     UP