Configuring Call Home

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When Call Home is enabled, and a new incident opens in the Manager, the Manager automatically sends an email to open a Support Case with IBM Customer Support.

Before you begin

Note: Call Home should be temporarily disabled when there is a planned maintenance happening on IBM Cloud Object Storage system. This will prevent any redundant support case from opening with IBM COS Product Support."
Note: For IBM-branded hardware, the Call Home feature supports device-specific incidents such as disk-related problems and hardware incidents (for example, fan and power supply). Device-specific incidents that are closed while the device cannot communicate to the Manager will not open a Support Case. In addition, Call Home supports system-level (for example, storage pool) incidents on IBM-branded hardware as well as non-IBM branded hardware.
You must configure SMTP to send outbound Call Home notifications. For more information, see Configuring SMTP.
Tip: Configuring site detail with accurate information will facilitate hardware part replacement. See Configuring a new system for steps about how to configure a site.

Procedure

  1. On the Settings tab, navigate to Support > Call Home.
  2. Select Enable Call Home to notify IBM Customer Support of open incidents.
    The configuration fields are available for input.
  3. Enter the IBM Customer Number.
    The IBM Customer Number is a 6- or 7-digit number that is given to the customer for use with IBM Customer Support. Support Cases that are generated by Call Home are opened under this customer number.
  4. Select the Country where the site is located.
  5. Optionally, select the Support Area where the customer's account is managed:
    • North or South America. This area includes Central America and the Caribbean Islands.
    • Africa, Asia, Australia, or Europe. This area includes the Middle East and the Pacific Islands.
    • Other - Email address required. Notifications are sent only to the email addresses entered in the Email Addresses to Copy field and are not sent to IBM Customer Support. At least one email address is required.
    For systems that span across hemispheres, contact IBM Customer Support to determine which area to select.
  6. Enter any Email Addresses to Copy.
    These email addresses receive the same notifications that are sent to IBM Customer Support. Enter email addresses in a comma-separated list or on separate lines.
  7. Click Update.