IBM Support

Creating Serviceable Events for HMC V11R1M1110 and higher

How To


Summary

Starting with HMC V11R1M1110 the task for Creating Service Events allows an admin to attach multiple log collections for ease of use to report a problem.

Objective

Creating Service Events for HMC V11R1M1110 has been simplified and allows an admin to report a problem, select severity and to attach multiple log collections for ease of use. The Create Service Event task requires call home to be enabled and functional on the HMC.  For steps and additional assistance refer to Configuring HMC V11R1M1110 for Call Home.
 
There are 5 new SRCs to represent the events that can be opened with various default/optional collections:
 
  • E3F50000 (System) 
    • pedbg -c -q4
    • service processor dump (eBMC or FSP depending on Power11 system)
    • non-disruptive resource dump (optional)
  • E3F50001 (HMC) 
    • pedbg -c -q4
  • E3F50002 (VIOS) 
    • pedbg  -c -q4
    • VIOS (padmin) snap file
  • E3F50003 (Partition Migration) 
    • pedbg -c -q4
    • Partition migration file
  • E3F50004 (Cloud Connector) 
    • pedbg -c -q8
 
 

Environment

HMC V11R1M1110
HMC V11R1M1110.1 (iFix MF71733 / vMF71733 / vMF71732) Known Issue Create Serviceable Event fails with REST0192 Invalid argument class
 

Steps

Navigate to Service Management on the left once in the panel, click on the right side drop down for "Service actions" to "Create serviceable event"
 
image-20250725103329-1
image-20250725103727-2
The user can enter a Case title, description, select the severity, the contact information is defaulted but can be edited, for the problem report select the Product information for what endpoint is desired, various service data files will be selected by default with additional optional files if they apply, then click Create to complete the process. This example is for an HMC reported problem which will report SRC E3F50001.
 
image-20250725104002-1image-20250725104229-1
 
This example is for a System reported problem which will report SRC E3F50000.
 
image-20250725103910-3image-20250725103930-4image-20250818100300-1
 
 
 
The collections will take some time, once you click Create the window returns and confirms the create was successful.  After that, you can monitor the progress of the service event creation in the console events log.
 
Navigate on the left to Logs -> Console Event Logs should be viewed or lssvcevents -t console command run for more detailed messages on the progress of the call home.
 
Examples during the log collection and event creation (in reverse order):
 
08/18/2025
16:54:12.740
Successfully transmitted problem information: EED: 9824.22A.7812345.problem.120.pmh.TS011111111.DIAG_CALL_HOME_DATA_SET.data.sfp.vr.120.120.zip Reporting system: FW119824-22A-7812345 Machine type-model/serial: 9824-22A/7812345 Problem number: 120 PMR number: TS011111111 Details: Successfully transmitted problem information: 9824.22A.7812345.problem.120.pmh.TS011111111.DIAG_CALL_HOME_DATA_SET.data.sfp.vr.120.120.zipDATA SUBMITTED SUCCESSFULLY ReturnCode: 0
08/18/2025
16:38:11.770
Remote support call generated on pehmc4 completed successfully by server pehmc(4.4.4.4).
08/18/2025
16:33:35.900
FFDC collection was successful for the following type spdump
08/18/2025
16:31:35.880
HSCE2123 User name ccfw: startdump -m 9824-22A*7812345 -t sp command was executed successfully.
08/18/2025
16:31:35.470
FFDC collection was successful for the following type pedbgq4
08/18/2025
16:15:05.560
HSCE2123 User name hscroot: mksvcevent -m 9824-22A*7812345 -t sys -d Everyday around the same time my system loses connection to my HMC -a title=My system continues to lose connection,severity=2,name=IBM User,phone=555-555-5555,email=ibmuser@ibm.com,target_mtms=,target_lpar_name=,lpar_name=,service_file="pedbgq4,spdump",is_callhome=1 command was executed successfully.
08/18/2025
16:15:05.540
HSCE2123 User name hscroot: mksvcevent command was executed successfully.
 
 
If the event does not complete in a successful ticket, generate a manual collection of pedbg -c -q3 and open a new support ticket with IBM for investigation.
 
 
 
 

Document Location

Worldwide

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Document Information

Modified date:
12 September 2025

UID

ibm17240543

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