Problem processing overview

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Problem processing is an important capability of Electronic Service Agent. When Electronic Service Agent detects a problem, there is a specific sequence of events that occur to record the problem, report the problem, resolve the problem, and close the problem.

The following shows the problem processing sequence of events, with references to procedures, settings, and information to help you manage those events.

  1. IBM® Electronic Service Agent detects and records a problem. To see all problems that are recorded by IBM Electronic Service Agent, see Displaying problem information.
  2. IBM Electronic Service Agent reports the problem to the IBM.
  3. IBM Electronic Service Agent sends service information that is related to the problem to the IBM Electronic Support website. Service information includes hardware, software, system configuration, and performance information.

    To view the service information sent to the IBM Electronic Support website, go to the IBM Electronic Support website and select My systems. See Accessing the IBM Electronic Support portal.

  4. The IBM Electronic Support website receives the problem and service information. IBM Support contacts the person that is specified as the service contact. For more information about specifying the service contact, see Specifying service contact information. When contacting the service contact, IBM Support either arranges an appointment to replace the part, or, if possible, attempts to resolve the problem without a visit to the customer's site.
  5. After the problem is resolved, the service request is closed by IBM Support. For information about verifying that a service request assigned to a problem is closed, see Displaying problem information.