Closing a service call

Perform these procedures to close serviceable events, clear hardware messages, and prepare the server to return to the customer.

1. Record the system reference code (SRC), or symptom, and the location code of the field-replaceable unit (FRU) you replaced, for future reference. Is the server managed by a management console?
   • Yes: Continue with the next step.
   • No: Do one of the following steps:
     • If the server is managed by Integrated Virtualization Manager (IVM), go to Closing a service call by using Integrated Virtualization Manager.
     • If the server is not partitioned and is running the AIX® or Linux operating system, go to Closing a service call by using AIX or Linux.
     • If the server is running IBM® PowerKVM, go to Closing a service call by using IBM PowerKVM.
2. Choose one of the following navigation options depending on the interface type of the Hardware Management Console (HMC):
   • If you are using an HMC Classic or HMC Enhanced interface, complete the following steps:
     1. In the navigation area, click Systems management.
     2. In the content pane, click Manage Serviceable Events.
     3. Examine the service action event log for any open service action events.
   • If you are using an HMC Enhanced+ interface, complete the following steps:
     1. In the navigation area, click the Serviceability icon , and then click Serviceable Events Manager.
     2. Examine the service action event log for any open service action events.
3. Are any service action events open?
   • Yes: Continue with the next step.
   • No: If the system attention LED is still on, turn off the LED as described in Activating and deactivating LEDs. Return the system to the customer. This completes the repair.
4. Record the list of open service action events.
5. From the list of serviceable events recorded in step 4, complete the following steps 6 - step 32 for each open service action event.
6. Determine the error class of the serviceable event. Record for future use.
7. Examine the details of the open service action event.

   Is the error code that is associated with this service action event the same as recorded in step 1?

   • Yes: Go to step 11.
   • No: Continue with the next step.
8. Examine the FRU list of the service action event. Are any FRUs listed for the service action event?
   • Yes: Continue with the next step.
   • No: Go to step 11.
9. Is the FRU list identical that is, the same FRUs, same number of FRUs, and same order of FRUs) to the FRU list of the error code recorded in step 1?
   • Yes: Go to step 11.
   • No: Continue with the next step.
10. The FRU list is different. Is the FRU you replaced and recorded in step 1 in the list of FRUs for this service action event?
    • Yes: Continue with the next step.
    • No: Go to step 32.
      Note: Some service action events will remain open when you leave this MAP. Further service actions might be required to complete the repair.
11. Examine the details of this service action event, and record the partitions involved in this service action event for use in a later step.
12. Is the error code associated with this service action event of the form A11-xxx or A01-xxx?
    • Yes: Continue with the next step.
    • No: Go to step 17.
13. Have you begun a list of Axx partitions from prior service action events that you processed in this MAP?
    • Yes: Go to step 15.
    • No: Continue with the next step.
14. Begin a new list of Axx partitions by copying the list of partitions obtained in step 11. Go to step 16.
15. Add the partition list obtained in step 11 to the existing list of Axx partitions obtained from processing previous service action events in this maintenance analysis procedure (MAP).
16. Remove all entries in the list of all partitions you recorded in step 11. If you are referred to the list of partitions obtained in step 11 in future steps, the list is empty. Go to step 17.
17. Select and highlight the service action event from the Error Associated With This Serviceable Event window.
18. Click Close Event.
19. Add comments for the serviceable event. Include any unique additional information. Click OK. The following steps will add or update FRU information.
20. Did you replace, add, or modify a FRU of the open service action event?
    • Yes: Continue with the next step.
    • No: Go to step 22.
21. From the FRU list, select a FRU that you need to update. Double-click the FRU, and update the FRU information. Go to step 23.
22. Select the No FRU Replaced for this Serviceable Event option.
23. Click OK to close the service action event.
24. Is the list of all partitions you recorded in step 11 empty?
    • Yes: Go to step 32.
    • No: Continue with the next step.
25. Does the list of all partitions you recorded in step 11 contain more than one entry?
    • Yes: Continue with the next step.
    • No: Go to step 32.
26. Is the error class recorded in step 25 AIX?
    • Yes: Continue with the next step.
    • No: Go to step 32.
27. Perform all the following steps for each entry in the list of all partitions you recorded in step 11, except for the partition you were using to debug the original problem.
28. From the list of all partitions, open the HMC virtual terminal window of a partition, and then type diag at the AIX command prompt.
29. When the diagnostic operating instructions are displayed, complete the following steps:
    1. Press Enter.
    2. Select the Task Selection option.
    3. Select the Log Repair option.
    4. Select the resource associated with the repair action:
       • If the repair action was reseating a cable or adapter, select the resource associated with that repair action.
       • If the resource associated with your repair action is not displayed on the Resource List, select sysplanar0.
    5. Click Commit after you make your selection.
    Note: If the terminal type is not defined, you are prompted to define it before you can proceed.
30. Exit from diagnostics in this partition and return to the AIX command prompt.
31. Have all the partitions in the list of all the partitions you recorded in step 11 been processed?
    • Yes: Continue with the next step.
    • No: Go to step 24 to process the next partition in the list you recorded in step 11.
32. Have all the serviceable events recorded in step 4 been processed?
    • Yes: Continue with the next step.
    • No: Go to step 5 and process the next service action event in the list of serviceable events recorded in step 4.
33. While processing all service action events, were you directed to step 14?
    • Yes: Continue with the next step.
    • No: If the system attention LED is still on, turn off the LED as described in Activating and deactivating LEDs. Return the system to the customer. This completes the repair.
      Note: If, during the processing of the list of open service action events, some service action events remained open, further service actions might be required to complete the repair.
34. Perform all the following steps for each entry in the list of Axx partitions you began recording in step 14, except for the partition you were using to debug the original problem.
35. From the list of Axx partitions, open the management console virtual terminal window of a partition , and then type diag at the AIX command prompt.
36. When the diagnostic operating instructions are displayed, complete the following steps:
    1. Press Enter.
    2. Select the Task Selection option.
       Note: If the terminal type is not defined, you are prompted to define it before you can proceed.
    3. Select the resource associated with the repair action:
       • If the repair action was reseating a cable or adapter, select the resource associated with that repair action.
       • If the resource associated with your repair action is not displayed on the Resource List, select sysplanar0.
    4. Click Commit after you make your selection.
37. Exit from diagnostics in this partition and return to the AIX command prompt.
38. Have all the partitions in the list of Axx partitions you began recording in step 14 been processed?
    • Yes: Continue with the next step.
    • No: Go to step 34 to process the next partition in the list you recorded in step 14.
39. If the system attention LED is still on, turn off the LED as described in Activating and deactivating LEDs. This completes the repair. Return the system to the customer.
    Note: If, during the processing of the list of open service action events, some service action events remained open, further service actions might be required to complete the repair.