How To
Summary
This document summarizes the basic steps used to configure call home for IBM SAN b-type devices using the SANnav management application to create cases automatically with IBM Support if a significant problem occurs on a device.
Note the following SANnav are preferred due to changes, which were introduced to benefit IBM clients:
- SANnav 2.3.0 - Introduces Customer Details fields, allowing the clients to provide their point of contact for the SAN switches
- SANnav 2.3.1 - Introduces a function allowing IBM clients to test the call home function for a specific switch, by generating test call home in the IBM system. This case gets auto-closed, and no contact from the IBM Support is expected. Authorized customer users can see such case in the IBM Support platform.
Steps
Steps to configure IBM Call home in SANnav
1. Select SANnav in the navigation bar on top, and then select Services > Call Home Configuration.
The Call Home Configuration window will show up.
The Call Home Configuration window will show up.
2. Find the IBM Email row and click the down arrow icon (chevron) on the right side of the line. From the options, select View to display the details page.
3.1. If you're running 2.2.x or earlier please skip with this step. Proceed to step 3.2
In the screen start filling in the Customer details, following the official IBM call home contacts Guidelines and best practices.
Note that, for GDPR legal reasons, a Personal Data Collection Agreement dialog will be shown and the user must accept, before proceeding with IBM Call Home creation, to reflect on the potentially involved user personal data.
- Contact Name:
- Contact name must be longer than 6 characters. IBM recommends it uniquely identify your company and team or contact name.
- You can create a contact name that becomes a single string of words connected with one of these special characters: “-" or “_” between each word. ("~" is unsupported character in SANnav's Name fields)
- Avoid use of a contact name that includes information tied to racks, ports, IP addresses (or something similar) as those details often change.
- Avoid use of a unique contact name for each system.
- Contact Phone Number:
- Include Country, City, and area codes.
- If you expect 24x7 response from IBM, ensure the phone number is answered at all times. Consider use of a notification service to reach designated on-call person.
- Use a comma instead of “x” for extension. Example: 800-111-1212,5,2,1 to direct IBM to use prompts 5, then 2, then 1 in your automated system OR +33-2-47-11-11- 11,728 to direct IBM to enter “728” as an extension.
- Contact Email Address:
- Use a distribution email whenever possible instead of an individual’s email – ensure at least one person is always monitoring this email.
Examples of good Name/phone/email:
- ABC-Help-Desk, phone: +55 12 3456 7890, email: abc_unix_team_helpdesk@example.com
- Insurance-company_McAllenTX, phone: 234 987 6543, email: datacenter1@example.com
- Acme_mainframe, phone: 800-111-1212,5,2,1 email: acme_mainframe_rotation@example.com
3.2. Fill in the SMTP Server settings (Server settings and Email notification settings)
If you select Security as none, the SMTP ID and SMTP Password fields won't be available.
If you select Security as none, the SMTP ID and SMTP Password fields won't be available.
To send a Call Home notification to multiple recipients, the email addresses must be comma-separated without any white spaces in between.
- callhome1@ecurep.ibm.com (old, but still active: callhome1@de.ibm.com) should be used as a recipient for products installed USA, Canada, Latin & South America, and Caribbean Islands
- callhome0@ecurep.ibm.com (old, but still active: callhome0@de.ibm.com) should be used for products installed in all other countries.
4. Optional Step: You can click Send Test Call Home to check whether the server setting is valid and the outbound email gets sent successfully.
5. Assign chassis to the Call Home
In the Chassis(or Switches) section below, click Add. The Add Chassis(or Add Switches) window appears.
Select the chassis and click OK.
Select the chassis and click OK.
6. Configure Call Home events for the switches
Select one or more chassis/switches from the Chassis (Switches) section, and click Configure.
Then mark the events for which you want to trigger Call Home.
Select one or more chassis/switches from the Chassis (Switches) section, and click Configure.
Then mark the events for which you want to trigger Call Home.
7. After the Switches section of the page mark the Enable option before you save to activate the Call Home email notification.
8. Finally, click Save to save the configuration.
9. Optional Step: Clients, running SANnav 2.3.1 and later, can generate test call home case with IBM for a specific switch with valid entitlement.
Under the Chassis section, select the down arrow icon (chevron) on the switch's row and choose the Send Test Call Home option from the list.
The Test Call Home cases get auto-closed immediately. Properly configured users can see them in the IBM Support Platform and receive email notifications according to their settings.
Document Location
Worldwide
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Document Information
Modified date:
12 June 2025
UID
ibm17129846