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IBM Systems IBM Systems Director Service and Support Manager Version 6.3 IB

IBM Systems IBM Systems Director Service and Support Manager Version 6.3 IBM Systems IBM Systems Director Service and Support Manager Version 6.3 Note Before using this information and the product it supports, read the information in “Notices” on page 105. This edition applies to version 6, release 3, modification 0 of IBM Systems Director Service and Support Manager (product number 6950-02S) and to all subsequent releases and modifications until otherwise indicated in new editions. © Copyright IBM Corporation 2013. US Government Users Restricted Rights – Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp. Contents About this publication . . . . . . . . v Conventions and terminology . . . . . . . . v IBM Systems Director Service and Support Manager 6.3.3 . . . . . . . . 1 Overview of Service and Support Manager . . . . 1 Accessibility features for Service and Support Manager. . . . . . . . . . . . . . . 1 What's new in Service and Support Manager . . 2 Security for Service and Support Manager . . . 7 Service and Support Manager problem reporting . 9 Service and Support Manager inventory reporting . . . . . . . . . . . . . . 13 Service and Support Manager Performance Management data reporting . . . . . . . . 17 Support file data collectors . . . . . . . . 18 Software quality data for Service and Support Manager . . . . . . . . . . . . . . 21 Service and Support groups . . . . . . . . 22 Planning for Service and Support Manager . . . . 23 Hardware and software requirements for Service and Support Manager . . . . . . . . . . 23 Systems and resources eligible for monitoring by Service and Support Manager . . . . . . . 24 Migrating to Service and Support Manager 6.3 from a previous version of Service and Support Manager . . . . . . . . . . . . . . 27 Installing Service and Support Manager version 6.3 29 Configuring Service and Support Manager . . . . 29 Activating Electronic Service Agent . . . . . 29 Enabling a system for monitoring by the Service and Support Manager . . . . . . . . . . 30 Configuring SSO credentials for eligible IBM i partitions on Power Systems. . . . . . . . 31 Configure e-mail notification for Service and Support Manager using automation plans . . . 31 Optimizing your problem reporting environment for Service and Support Manager . . . . . . 33 Optimizing your problem reporting environment for multiple IBM Systems Director management servers . . . . . . . . . . . . . . . 37 Managing Service and Support Manager . . . . 38 Manage contact information for Service and Support Manager . . . . . . . . . . . 38 Manage location information for one system or multiple systems . . . . . . . . . . . 41 Manage IBM IDs used by Service and Support Manager . . . . . . . . . . . . . . 41 Manage problem reporting for Service and Support Manager . . . . . . . . . . . 42 Manage inventory reporting for Service and Support Manager . . . . . . . . . . . 45 Manage support files using Service and Support Manager . . . . . . . . . . . . . . 48 Manage Performance Management data reporting for Service and Support Manager . . . . . . 50 Manage Service and Support Manager events . . 51 Troubleshooting and support for Service and Support Manager . . . . . . . . . . . . 52 General troubleshooting for Service and Support Manager . . . . . . . . . . . . . . 53 Troubleshooting problem reporting for Service and Support Manager . . . . . . . . . . 76 Troubleshooting monitoring for Service and Support Manager . . . . . . . . . . . 77 Service and Support Manager commands . . . . 79 How to read syntax diagrams . . . . . . . 79 ssmimport command . . . . . . . . . . 80 collectsptfile command . . . . . . . . 83 lssptfile command . . . . . . . . . . 89 lssvcproblem command . . . . . . . . . 94 rmsptfile command . . . . . . . . . . 99 submitsptfile command . . . . . . . . 100 Related information . . . . . . . . . . . 102 Notices . . . . . . . . . . . . . . 105 Trademarks . . . . . . . . . . . . . . 106 Index . . . . . . . . . . . . . . . 107 © Copyright IBM Corp. 2013 iii iv Service and Support Manager About this publication This book provides information about the installation and usage of the Service and Support Manager plug-in for IBM® Systems Director. The Service and Support Manager plug-in is integrated with the Electronic Service Agent™tool. Conventions and terminology These notices are designed to highlight key information: Note: These notices provide important tips, guidance, or advice. Important: These notices provide information or advice that might help you avoid inconvenient or difficult situations. Attention: These notices indicate possible damage to programs, devices, or data. An attention notice appears before the instruction or situation in which damage can occur. © Copyright IBM Corp. 2013 v vi Service and Support Manager IBM Systems Director Service and Support Manager 6.3.3 Service and Support Manager is a plug-in for IBM Systems Director. Service and Support Manager automatically detects serviceable hardware problems and collects supporting data for serviceable hardware problems that occur on your monitored endpoint systems. The Electronic Service Agent tool is integrated with Service and Support Manager and transmits serviceable hardware problems and associated support files to IBM support. Service and Support Manager includes the following features: v Automatically detects serviceable hardware problems to IBM support for all monitored systems. v The integrated Electronic Service Agent tool securely transmits serviceable hardware problems, associated support files, and Performance Management data to IBM support. v Collects and securely transmits scheduled system inventory and diagnostic support files to an IBM database. This inventory information is available to IBM support representatives when they are solving your problem. v Communicates with IBM support using a secure connection using encryption and authentication. v Includes the option to send e-mail notifications when a serviceable problem is detected and service request is opened. Overview of Service and Support Manager This topic contains general and conceptual information about the Service and Support Manager plug-in, which is integrated with the Electronic Service Agent tool. Accessibility features for Service and Support Manager Accessibility features help users who have a disability, such as restricted mobility or limited vision, to use information technology products successfully. The Service and Support plug-in for IBM Systems Director supports the accessibility features that are supported in IBM Systems Director. When using JAWS screen reader with Service and Support Manager, follow these tips to improve JAWS usability: v Access IBM Systems Director Server using a supported Mozilla Firefox browser. v Enable accessibility features in the IBM Systems Director Web interface: 1. Open Settings > Navigation Preferences. 2. Turn on the following options: – Enable tables for accessibility – Play sound when data on the page changes – Use resource table view as default view for topology perspectives 3. Click OK or Apply to save your settings. v Use the following JAWS key commands to navigate Actions menus when working with resource tables: © Copyright IBM Corp. 2013 1 – To move to the next menu item with focus and control, press and hold Shift + Ctrl keys while using the Up and Down arrow keys. – To navigate to a sub-menu, navigate into a sub-menu list, press Alt + Right arrow key. For more information, see the Accessibility features for IBM Systems Director topic. What's new in Service and Support Manager This topic defines the enhancements to Service and Support Manager. What's new in Service and Support Manager version 6.3.3 Service and Support Manager 6.3.3 provides several new enhancements. Director agent serviceable events Service and Support Manager automatically detects Director agent serviceable hardware problems and collects supporting data that occur on your monitored endpoint systems. Integrated Management uploads/s1/ installation-guide 2 .pdf