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Status Not under consideration
Workspace IBM i
Categories PTF and Service
Created by Guest
Created on Mar 27, 2017

Hardware Problem Reporting on 7895 model

Currently, the traditional TEST request generated by SNDSRVRQS ACTION(*TEST) or GO SERVICE option 15. Send test problem is sent to IBM Rochester Hardware Support Team. The 7895 is not supported in Rochester, thus any TEST request fails. Call Home for a 7895 is handled through the FSM (Flex Service Manager). The 7895/FSM is a virtual environment. There is no IBM i hardware.

When the TEST request fails, this generates a call to IBM software support asking why it is failing. It is explained that there is no IBM i hardware for this system and the traditional call home function operates differently on this model system.

Can the Call Home function of Electronic Service Agent ( ESA ) and/or Electronic Customer Support ( ECS ) be enhanced to either:
1) Notify the user via message that this function will not work for the model system they have,
2) Force the test request to go through the proper problem reporting tool for that model system (ie. FSM)?

Use Case:

- New 7895 model system is installed
- Electronic Customer Support ( ECS ) is configured
- Electronic Service Agent ( ESA ) is enabled for automatic problem reporting
- A test of the connection/function is performed using either SNDSRVRQS ACTION(*TEST) or GO SERVICE option 15
- The process fails but all other functions, including SOFTWARE problem reporting functions as expected
- User calls IBM Software Support to troubleshoot the failure for test requests concerned the hardware problem reporting will not work.

Idea priority Medium
  • Guest
    May 14, 2020

    IBM does not intend to provide a solution to this request at this time, so it is being closed.