APAR status
Closed as program error.
Error description
DETAIL OF PROBLEM : Storage Insights doesn?t currently provide customer end-users with the ability to select ?hardware? or ?software? when opening support tickets against their DS8000 devices. This option is present for other types of IBM storage devices. The result is that tickets are being sent to the DS8K hardware support team and then have to be re-assigned to the DS8K software support teams, which slows response and resolution to DS8000 software problems that are reported by customers. Storage Insights currently defaults to the hardware serial number (which ends in ?1?) which will always route to the ?hardware? support teams. Enabling the selection between hardware and software tickets, Storage Insights will choose software serial number (ending in ?0?) and case routing will be correct, automatically. _______________________________________ _____________ Server/Manager build/release (TPC): 5.4.0 Problem as described by customer: When opening case via SI for DS8 serial ending in 0 should be used not ending in 1. Initial customer impact (low/med/high): low
Local fix
N/A
Problem summary
**************************************************************** * USERS AFFECTED: * * IBM Storage Insights users opening software support ticket * * for their DS8000 device * **************************************************************** * PROBLEM DESCRIPTION: * * IBM Storage Insights did not provide the customer the * * ability to specify or select "hardware" or "software" * * when opening support tickets against their DS8000 * * devices. * * * * This option is present for other types of IBM storage * * devices. The result is that tickets are being sent to the * * DS8000 hardware support team and then have to be * * re-assigned to the DS8000 software support teams, * * which slows response and resolution to DS8000 * * software problems that are reported by customers. * **************************************************************** * RECOMMENDATION: * ****************************************************************
Problem conclusion
The fix for this APAR is targeted for the following release: IBM Storage Insights 4Q20 [ 5.4.1-IBM-SC ] ( release target 4Q 2020 / November ) 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 number
IT34394
Reported component name
STORAGE INSIGHT
Reported component ID
5608TPCSI
Reported release
540
Status
CLOSED PER
PE
NoPE
HIPER
NoHIPER
Special Attention
NoSpecatt / Xsystem
Submitted date
2020-09-29
Closed date
2020-11-13
Last modified date
2020-11-13
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
[{"Line of Business":{"code":"LOB26","label":"Storage"},"Business Unit":{"code":"BU058","label":"IBM Infrastructure w\/TPS"},"Product":{"code":"SSQRB8","label":"IBM Storage Insights"},"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"540"}]
Document Information
Modified date:
08 February 2022