Setting up IBM i to connect to service and support

Learn about all the steps you need to perform for setting up connectivity to service and support from systems that have IBM® i installed.

Step 1. Before you begin

This procedure contains the complete list of steps needed to set up connectivity to service and support. Some of these steps might already have been completed (during initial server setup, for example). If so, you can use this procedure to verify that the steps were completed correctly.

In this information, a direct Internet connection is defined as access to the Internet from a logical partition or server over a LAN connection. If there is an intervening firewall or Network Address Translation (NAT) device, you must unblock the IP addresses and ports that are needed for communication to IBM service and support. You can also configure the direct Internet connection through an HTTP proxy.

An HTTPS connection is used to connect to IBM service and support.

Step 2. Prerequisites

Contact the network administrator to verify that the following ports are open for communication:
For HTTP and HTTPS connections, TCP ports 80 and 443 with IBM service destination IP addresses. For more details about IBM service destination IP address and port requirements, see IP packet filter firewall.
Note: Additionally, after you successfully perform step 11, a file is created that lists the IBM service destination IP addresses and ports.
Ensure that TCP/IP is set up and configured correctly. If not, contact the network administrator and consult your operating system documentation.

Step 3. Ensure that your physical networking is set up correctly

Verify the physical connection from your site to service and support. This connection enables you to report hardware problems and other server information to service and support. It also enables you to install updates.

Step 4. Obtain or verify an IBM ID

You need an IBM ID to view information that has been reported to IBM through the Electronic Service Agent application.

Go to the My IBM Profile website at http://www.ibm.com/account/profile.
Verify that you are registered.
- If you are registered, Welcome back is displayed on the website. Or, you can select Sign in and see if your e-mail address is recognized.
- If you are not registered, select Register and fill out the registration form. Create an IBM ID for each of the people you want to have access to the information that Electronic Service Agent reports to IBM. You must associate these accounts with a server, usually your central server. (You can add other servers later.) The people for whom you create IDs must have system administrator authority on all registered servers.
Record your IBM ID (the e-mail address that you registered).

Step 5. Install the operating systems on your server

Refer to your operating system installation instructions.

Step 6. Configure your TCP/IP network

For instructions, see operating system documentation.

Step 7. Activate TCP/IP on your server or logical partitions

TCP/IP starts automatically, as long as the network adapter is recognized and can communicate with the network when the IBM i operating system is started. If this does not occur, type STRTCP at an IBM i command line to start TCP/IP.

This command initializes and activates TCP/IP processing, starts the TCP/IP interfaces, and starts the server jobs. Only TCP/IP interfaces and servers with the Autostart Servers (AUTOSTART) command set to *YES are started with the STRTCP command.

Step 8. Configure Electronic Service Agent for IBM i

Ensure that the following software is installed, using the Display Software Resources (DSPSFWRSC) command to confirm.
Note: Electronic Service Agent and the following software is included with the IBM i operating system.
For IBM i 7.1 and IBM i 7.2:
- 5770JV1: Option 11 (Java™ SE 6 32-bit)
- 5770SS1: Option 3 (Extended Base Directory Support)
- 5770SS1: Option 34 (Digital Certificate Manager)
- 5770SS1: Option 33 (Portable App Solutions Environment)
At the command line, type GO SERVICE. One of the following situations occurs:
- If connectivity was set up previously, type 18 to get to the configuration menu where you can create, change, delete, or verify that connectivity works. If you want to change the settings, continue with step 9.
- If connectivity has never been set up on this logical partition or server, the system will try to ping one of the IBM gateways. If this is successful, the interface will prompt for configuring a direct Internet connection. If this is successful, the default settings for a direct Internet connection are shown. If you want to verify or change these default settings, continue with step 9.
  Note: In some environments, the pinging of the IBM gateway does not work because the firewall might be blocking the packets. However, you should still verify with the network administrator that the criteria is met to set up a direct Internet connection. For details, see step 1.
Set the Retain Server Security (QRETSVRSEC) system value to 1. This allows the IBM i platform to store and exchange information that is necessary to set up the communications.

Step 9. Set up a direct Internet connection from each IBM i system

To set up a direct Internet connection from each IBM i server or logical partition, perform the following steps:

Specify the following information from each logical partition using the Create Service Configuration (CRTSRVCFG) command:
- Role: *PRIMARY
- Connection type: *DIRECT
- Connectivity for others: Connection Point: *NO
- Proxy server: If you want to configure additional connectivity through an HTTP proxy server, enter the following information:
  - IP address or host name: Enter the host name or IP address of the HTTP proxy server.
  - Port number: Enter the port number of the HTTP proxy server.
  - Relative priority: Enter whether the HTTP proxy server connection should be attempted before or after the direct Internet connection.
    Note: The default value is *TRYAFTER, but you can also enter *TRYBEFORE.
  - Authentication: Enter an user ID and password to use when authenticating to the HTTP proxy server (optional).
Note: For additional details about using Electronic Service Agent, perform the following steps:
1. Go to the IBM i Knowledge Center website http://www.ibm.com/support/knowledgecenter/ssw_ibm_i and select from the following options:
  - If you select V7R3, expand IBM i 7.3 Knowledge Center.
  - If you select V7R2, expand IBM i 7.2 Knowledge Center.
  - If you select V7R1, expand IBM i 7.1 Knowledge Center.
2. Expand Service and support > Electronic Service Agent.
Continue with step 10.

Step 10. Authorize users to access service information

To enable the users to access service information, register the IBM ID with the Electronic Service Agent for IBM i by following these steps:

At the IBM i command line, type GO SERVICE.
From the Electronic Service Agent menu, select Authorize users to access service information and press Enter.
Type your IBM ID (Internet address that you registered with the My Profile website at https://www.ibm.com/account/profile) in the Authorize users field and press Enter.

Step 11. Test the connection to service and support

To test the Electronic Service Agent connection, enter the following command at the command line:
```
GO SERVICE
```
From the Electronic Service Agent menu, select option 17 (Verify Service Configuration), and press Enter. A message is displayed that indicates whether the test connection was successful.
To test the electronic customer support connection profile, enter the following command:
```
SNDSRVRQS *TEST
```
A message is displayed that indicates whether the test connection is successful. In addition, if you have the following fixes applied, the file /QIBM/UserData/OS400/UniversalConnection/serviceProviderIBMLocationDefinition.txt is created, which contains a list of the IBM service destination IP addresses and ports.

Step 12. View the server information that was reported to IBM

You can use the Internet to view details of the system that you enabled, and see the data collected by Electronic Service Agent. To use the advanced features and receive the full benefits of Electronic Service Agent, you must enter an IBM registration ID (IBM ID). The first IBM ID entered will have administrator authority and is able to authorize additional users on the website. The second IBM ID is available as a backup for the Administrator.

Go to the IBM Electronic Services website.
Click Sign in (in the upper-right corner).
Type the IBM ID and password.
Choose the following options from the navigation bar:
- To view your server information, click My systems.
- To search technical support using your server information to improve the search results, click Premium Search.
  Note: In some cases, the Premium Search feature is available only while your server is under warranty or afterward through a service contract.
- To view information related to your servers and interests, click My messages.
Enter the requested information.

Step 13. Configure the management console to contact service and support

If a management console is available, configure the management console to contact service and support. See Configuring the HMC so that it can contact service and support.

Last updated: Thu, October 15, 2020