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.
  2. IBM Electronic Service Agent reports the problem to the IBM.
  3. IBM Electronic Service Agent transmits problem-related service information to the IBM Electronic Support. Service information includes system configuration information and software inventory collection.

    To view service information sent to the IBM Electronic Support, See Accessing the IBM Electronic Support.

  4. The IBM Electronic Support receives the problem and service information. IBM Support contacts the person that is specified as the service contact. 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.