IBM Support access for troubleshooting your tickets

To investigate hardware and software tickets, IBM® Support has read-only access to the asset, configuration, capacity, and performance metadata that is collected for IBM storage systems and their internal storage resources.

The metadata might not provide enough information to close the ticket, so IBM Support might need to collect a log package from your storage systems. In this case, IBM Support can attach the log package to an open ticket and submit the log package to IBM Enhanced Customer Data Repository (ECuRep). Depending on the data governance requirements of a client, the diagnostic data package might be uploaded to the Blue Diamond Enhanced Secure Support environment instead of ECuRep.
Permit IBM Support to collect log packages: To save time when IBM® Support troubleshoots your ticket, you can permit IBM® Support to collect and upload log packages remotely without contacting you. To set this permission, click Configuration > Settings, and then click Edit in the IBM Support Log Permissions section. You can set this permission for each storage system.
This is the procedure for uploading the log packages to tickets:
  1. The data collector submits a request to the storage system to create a log package or collect the existing log packages.
  2. The data collector uses Hypertext Transfer Protocol Secure (HTTPS), which encrypts the metadata, and sends the log package through a secure channel to IBM Storage Insights.
  3. IBM Storage Insights sends the log package to ECuREP or to Blue Diamond Enhanced Secure Support environment.