The NEW Call Home Feature offered in IBM PureApplication System V2.0 and You
RonLee 270006VJAE Comments (2) Visits (12526)
If you are like most clients, you are excited about the NEW Call Home Feature (aka Service and Support Manager) in IBM PureApplication System V2.0. The feature allows the system to not only monitor for events that occur, but also has the ability to create a Service Request (SR) - the new term for Problem Management Record (PMR) - automatically based on a generated event and upload the relevant logs to the SR for you. This allows the Technical Support Representative (TSR) the ability to immediately begin troubleshooting the cause of the event. In earlier versions, the TSR would have to request the required logs based on the problem description included after the SR is manually opened by the client; this had the potential to delay the SR from being worked effectively. The new feature can also assist when a Hardware Component needs to be repaired or replaced by providing Data Center Info that in turn can be used by the responding System Services Representative (SSR).
With that said, there are a couple of steps that need to be followed to ensure Call Home is setup correctly and to avoid any false positives from being generated when the feature is first enabled.
First, ensure that the necessary info is provided through the console at System Console > System > Settings > Service and Support Manager, see screen image below:
The information can be updated by selecting the paper/pencil icon for each section. Enter the information on the system console pages in English. Other character sets are not supported.
Please note, when you enable the feature, you have the ability to choose 3 options:
(Option #1 is preferred)
Once all information has been updated, you may think to yourself NOW I'm ready to enable the Call Home feature and test it out. Well almost! If not careful, SRs could be generated for old events that have already been resolved (aka false positives). To ensure this doesn't happen, navigate to the following:
System Console > System > Problems
To ensure that all Call Home events are accurate and current, there should be no items located here. If there are items here, verify that they have been previously resolved. The items usually found here are a result of a recent upgrade to the system and should be safe to delete using the Red X under "Actions". See screen image below of typical events after upgrade:
After you have verified that all required info has been updated and no items are located under the Problems section, then you are ready to enable the Call Home feature.
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