IT32908: HARDWARE TICKET OPENED BY STORAGE INSIGHTS DISPATCHES SSR FROM WRONG LOCATION BASED ON PHONE NUMBER

APAR status

• Closed as fixed if next.

Error description

• Using "Get Support" to have Storage Insights open a hardware
  ticket for a storage device references the phone number of the
  person opening the ticket and not necessarily the phone number
  of the data center where the device is installed. As a result,
  the SSR dispatched might be from the wrong location. A manual
  correction is required after opening the hardware ticket.
  

Local fix

• When opening a ticket, enter the number the "location phone
  number" to be contacted in the "contact number" field.
  
  When returning calls, the SSR calls the number listed in the
  "contact number" field.
  

Problem summary

• ****************************************************************
  * USERS AFFECTED:                                              *
  * IBM Storage Insights users opening support tickets from      *
  * within Storage Insights                                      *
  ****************************************************************
  * PROBLEM DESCRIPTION:                                         *
  * Storage Insights customers using "Get Support" to open a     *
  * hardware ticket for a storage device references the phone    *
  * number of the person opening the ticket, and not             *
  * necessarily the phone number of the data center where        *
  * the device is installed. As a result, the SSR dispatched     *
  * might be from the wrong location.                            *
  *                                                              *
  * A manual correction is required after opening the hardware   *
  * ticket.                                                      *
  *                                                              *
  *                                                              *
  * The problem will be resolved once IBM hardware support       *
  * transition completes:                                        *
  *                                                              *
  * IBM is upgrading its support website                         *
  * https://www.ibm.com/support/pages/ibm-upgrading-its-support- *
  * website                                                      *
  *                                                              *
  * Support for IBM hardware products is transitioning to a new  *
  * site                                                         *
  * https://www.ibm.com/support/pages/node/1078107               *
  *                                                              *
  ****************************************************************
  * RECOMMENDATION:                                              *
  ****************************************************************
  

Problem conclusion

Temporary fix

• When opening a ticket, set the "contact number" field
  with the phone number to be used when IBM Support
  is responding to the case.
  

Comments

APAR Information

• APAR is sysrouted FROM one or more of the following:

• APAR is sysrouted TO one or more of the following:

Fix information

Applicable component levels